Customer Services Manager

MINIMUM REQUIREMENTS

• Grade 12 NQF Level 4.
• Diploma or Bachelor's Degree in Business Management, Marketing, Public Management, Hospitality Management, Customer Service Management, Communications or related discipline NQF Level 7.
• Minimum of 5 years' relevant experience in customer service, customer experience, hospitality, front-of-house, events or a related service environment, of which at least 3 years must have been at a management or supervisory level.
• Proven experience in managing customer service operations within a high-volume, public-facing environment.
• Experience in developing and implementing customer service standards, procedures and service improvement initiatives.
• Proven experience in managing and developing customer-facing teams
• Knowledge and understanding of customer experience principles, service delivery standards and complaint management.
• Knowledge of the theatre, entertainment, hospitality, arts and culture environment will be an added advantage.
• Experience in a theatre, performing arts, entertainment, hospitality or events environment will be an advantage.

PRIMARY FUNCTION

• Responsible for ensuring an exceptional end-to-end experience for patrons, visitors, clients and other stakeholders. The incumbent will drive customer-service excellence, manage escalated complaints, establish service standards, lead the Customer Services team and implement initiatives aimed at improving customer satisfaction and the overall patron experience.
• This is a key customer-facing management position that requires an individual who can provide strong leadership while operating effectively in a fast-paced performing-arts and entertainment environment.

KEY PERFORMANCE AREAS

• Develop and implement a customer experience strategy for Roodepoort Theatre.
• Establish and monitor customer-service standards across the Theatre.
• Manage customer enquiries, complaints, compliments and escalated service issues.
• Act as the escalation point for complex customer matters.
• Monitor the end-to-end patron journey and identify areas for improvement.
• Work closely with Front of House, Box Office, Marketing, Hospitality, Technical, Security and other departments to ensure seamless customer service.
• Ensure professional service to patrons, VIPs, clients and special guests.
• Monitor customer satisfaction and analyse customer feedback.
• Develop and monitor customer-service KPIs.
• Prepare customer-service reports for management.
• Lead, coach and develop the Customer Services team.
• Drive continuous improvement and service excellence initiatives.
• Develop and review customer-service policies, procedures and SOPs.
• Manage customer-service projects and improvement programmes.
• Ensure appropriate arrangements for persons with disabilities and other customers requiring special assistance.
• Support the successful delivery of major productions, events and performances from a customer-experience perspective.
• Maintain effective relationships with internal and external stakeholders.
• Ensure that each performance is fully staffed with casual foyer employees; ensure that they are allocated where needed, that all staff members are presentable, on time at their positions and friendly at all times.
• Administer all time sheets of staff members for submission to the General Manager timeously.
• Ensure that FOH reports are completed and submitted to the General Manager;
• Ensure that the Theatre's facilities and the building are well maintained, prepared and available as required.
• Maintain high standards of cleanliness and tidiness throughout all front of House Areas
• Coordinate the emergency evacuation procedure in the event of an emergency prior to, during or after a performance.

LEADING COMPETENCIES

• Customer Centricity
• Customer Experience Management
• Stakeholder Engagement
• Complaint and Conflict Management
• Excellent verbal and written communication
• Negotiation and influencing
• Problem solving
• Report writing
• Teamwork
• Ability to work under pressure

CORE COMPETENCIES

• Strategic Customer Focus
• People Leadership
• Stakeholder Leadership
• Decision-Making
• Problem Solving
• Performance Management
• Innovation
• Conflict Management.