Leads a team of business and systems analysts and works in close collaboration with the Operational, Process and IT teams to support and deliver to the Customer. Applying an innovative approach to incorporate new business channels and integrate solutions with the customer in mind. Manages a complex systems environment supporting the roadmaps of the existing in-house system as well as the planning, design, and implementation of new developments and changes to business processes and technology.
Utilising technology to identify customer needs at every touch point across multiple channels and using data and reports to create solutions to address needs and challenges that the customer may have.
Key Responsibilities
Formulate and present ideas to improve customer strategy and aligned to Company Strategy
Develop business solutions to increase opportunities for customer engagement
Enhance capabilities to improve Customer Technology in order to understand customer needs, their behavior and the challenges they may face
Manage the operational performance of Customer Solutions team by increasing efficiency and effectiveness of all CRM applications/technology
Manage project delivery and execution with Business stakeholders
Research market trends as well as industry best practices
Communicate data reports to relevant stakeholders in order to customer engagement and streamline marketing efforts
Facilitates Support team culture, values and principles in line with Pep culture
People Management
Budget Management
Build and maintain strong relationships with both internal and external stakeholders to enhance cooperation and achieve business goals.
Will keep abreast of industry trends in the retail space to improve service delivery to customers
Job Requirements
Relevant Bachelor's degree
Senior Management experience
Extensive experience in systems and processes preferably in financial services, digital channels, logistics or e-commerce environment
8+ years experience leading project teams to deliver complex, technical solutions
8+ years of experience in a customer-facing role, engaging with senior customer executives, technologists and/or partners to solve complex business problems with advanced technologies
Retail experience
Have a passion for technology solutions
Project Management/Lead - Advanced knowledge & understanding and application
Strong communication skills
Understanding of business processes
Customer focussed
Disruptive Innovation ability
Strong problem solving abilities
Ability to collaborate and coordinate between teams to meet customer opportunities
Competencies: Leadership, Decision Making. Results Orientated, Assertiveness, Drive, Initiative, Listening Skills, Organisational Sensitivity, Helicopter view and Innovating.
If you do not hear from us within 4 weeks of the closing date of this position, please regard your application as being unsuccessful.
PEP strives for equal opportunity in terms of its employment equity guidelines.
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