Group Head of Customer Operations

About the Role
The Group Head of Customer Operations is responsible for the overall leadership and management of all customer operations functions across the company. This includes overseeing the delivery of exceptional customer service experiences to all customer segments (B2B, B2C, B2B2C) across multiple channels (online, phone, email, chat). The role requires a customer-centric approach, and a proven ability to lead and motivate high-performing teams. A strong understanding of the travel industry would be advantageous.

The role is based in Cape Town.

2. Key Responsibilities

• Strategic Leadership:
  • Develop and implement the overall customer operations strategy aligned with the company's business objectives.
  • Define and monitor key performance indicators (KPIs) for customer satisfaction, operational efficiency, and cost-effectiveness.
  • Analyse customer data and market trends to identify areas for improvement in customer experience and operational processes.
  • Develop and implement innovative solutions to improve customer service delivery and operational efficiency.
• Operational Management:
  • Oversee the daily operations of all customer operations teams, including Customer Support, Ticketing & Processing, Quality Assurance & Training, Refunds & Recoveries, Offline Sales, and Recoveries.
  • Ensure efficient and effective handling of all customer inquiries and issues across all channels.
  • Manage team performance, including setting goals, providing coaching and feedback, and conducting performance reviews.
  • Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction.
  • Ensure compliance with all relevant regulations and industry best practices.
• Team Leadership & Development:
  • Build and lead a high-performing team of customer operations professionals.
  • Foster a positive and inclusive team culture that values collaboration and teamwork.
  • Develop and implement training programs to enhance the skills and knowledge of team members.
  • Identify and develop future leaders within the customer operations team.
• Regional Oversight:
  • Oversee customer operations activities across all operational regions (currently South Africa and Nigeria).
  • Collaborate with regional leaders to ensure consistent service delivery across all locations.
  • Address regional challenges and implement solutions to improve operational performance.
• Technology & Innovation:
  • Leverage technology to improve customer service delivery and operational efficiency.
  • Explore and implement new technologies such as AI and automation to enhance the customer experience.
  • Stay abreast of industry trends and best practices in customer operations.

3. Required Skills & Experience

• Proven leadership experience in managing and leading high-performing customer operations teams.
• A strong understanding of the travel industry and its key operational challenges is preferred.
• Deep expertise in customer service principles and best practices.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work effectively under pressure and meet deadlines.
• Experience with customer relationship management (CRM) systems and other relevant technologies.
• Experience in managing remote teams across multiple locations.
• Proven ability to build and maintain strong relationships with internal and external stakeholders.
• Bachelor's degree in Business Administration, Hospitality Management, or a related field.
• Fluency in English.

4. Key Performance Indicators (KPIs)

• Customer satisfaction scores
• First-call resolution rates
• Average handle time
• Operational costs
• Employee engagement and retention
• Compliance with regulations

Working Conditions:

• This role may require occasional travel to meet with airline partners, attend industry conferences, or collaborate with remote teams.
• This role may need to work outside regular business hours to address urgent issues or meet deadlines.