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Open nowFirst seen 4 days ago

Manager, Commercial Customer Care

SE3,826 open roles

Where
Gauteng, South Africa
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Your applicationOpen nowManager, Commercial Customer CareSE · Gauteng, South Africa

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on SE's own form.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. SE postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

SE median: 1 days open

The posting

The Manager, Commercial Customer Care is responsible for leading and managing the day-to-day operations of the Commercial Customer Care function to ensure exceptional customer experience, operational excellence, and achievement of business objectives. The role oversees customer inquiries, order management, service requests, escalations, and commercial support activities while ensuring alignment with customer expectations and organizational goals. The incumbent leads a team of Customer Care professionals, drives service performance, manages complex customer issues, and works closely with Sales, Supply Chain, Finance, Logistics, Service Operations, and other stakeholders to deliver a seamless customer journey. The Manager is accountable for planning, prioritizing, and directing team activities, ensuring operational targets are achieved while fostering a culture of customer centricity, continuous improvement, and high performance. What will you do? Leadership & People Management Lead, coach, mentor, and develop Customer Care team members. Set clear performance objectives and monitor achievement against departmental KPIs. Conduct performance reviews, development discussions, and succession planning activities. Promote employee engagement and foster a high-performance culture. Manage workforce planning, resource allocation, and workload balancing. Drive accountability and ensure adherence to company policies and procedures. Customer Experience Management Ensure delivery of a superior customer experience across all customer touchpoints. Manage and resolve complex customer complaints and escalations. Drive customer retention and loyalty through proactive customer engagement. Monitor customer satisfaction trends and implement corrective actions where required. Lead customer service improvement initiatives. Ensure effective communication with customers across multiple engagement channels. Commercial Customer Care Operations Manage the end-to-end customer care and order management process. Ensure achievement of Service Level Agreements (SLAs) and operational KPIs. Oversee customer inquiries relating to orders, pricing, contracts, delivery, and service requests. Ensure timely resolution of customer issues through collaboration with internal stakeholders. Monitor operational performance and implement actions to improve efficiency and effectiveness. Drive adherence to commercial and operational processes. Stakeholder Management Establish strong working relationships with Sales, Supply Chain, Logistics, Finance, Service Operations, and Business Leaders. Collaborate across functions to resolve customer issues and improve service delivery. Act as a key escalation point for operational and customer-related matters. Support strategic customer engagements and business reviews when required. Continuous Improvement Identify opportunities to simplify and improve customer care processes. Conduct root cause analysis on recurring customer issues. Drive corrective and preventive actions. Support automation, digitalization, and operational excellence initiatives. Lead and participate in cross-functional improvement projects. Reporting and Governance Monitor team and operational performance against established targets. Produce and present operational reports, dashboards, and performance reviews. Ensure compliance with company policies, internal controls, and customer commitments. Manage operational risks and implement mitigation actions where necessary. Support internal and external audits as required. What qualifications will make you successful? NQF Level 7 qualification (Bachelor's Degree or Advanced Diploma) Experience Minimum 8-10 years' experience People management experience leading operational teams. Demonstrated experience managing complex customer escalations and complaints. Experience working within a multinational and matrix organization. Experience managing customer service performance, operational KPIs, and continuous improvement initiatives. Experience collaborating with Sales, Supply Chain, Logistics, Finance, and Service teams. What's in it for me? Lead a high-impact team where your work directly influences customer loyalty and business growth Career development opportunities with access to training, mentorship, and leadership programs Collaborative culture that encourages innovation and values your contributions Flexible work environment designed to support your success and well-being Ready to make your mark in customer care leadership? We're excited to meet you — apply today! Rewards designed for you Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page. * Country-specific programs and initiatives may be available. Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric – apply today! €40 billion global revenue +9% organic growth 150 000+ employees in 100+ countries You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

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