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Senior Manager Customer Solutions

South African AirwaysZA

3 days ago

Job description

Job title : Senior Manager Customer Solutions

Job Location : Gauteng,

Deadline : November 11, 2025

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Job Purpose

The Senior Manager Customer Solutions will lead a holistic and integrated Customer Solutions Division, driving strategic customer experience initiatives and operational efficiency across the Airline. The role will focus on developing, implementing and continuously enhancing customer service policies, frameworks and strategies that strengthen the Airline’s customer value proposition. A key focus will be embedding customer centricity throughout the value chain, ensuring that every interaction reflects service excellence to boost customer satisfaction, loyalty and retention. This will include improving service quality and overseeing the delivery of high-quality service across all touchpoints, including call centres, digital platforms, policies, engagement and customer service recovery.

Principal Accountabilities

Develop and implement a Customer Service strategy aligned with best practices and the Airline’s strategic goals

Establish optimal policies, procedures, frameworks and systems to set and achieve customer service standards across the Airline

Prepare and manage department budget

Contribute to the delivery of the SAA Group’s corporate plan by driving specific strategic initiatives focused on Customer Service Enhancement

Champion a Customer Service Culture by embedding service excellence principles across all levels of the Airline

Lead cross functional teams collaborating with various departments i.e. Marketing, Social Media, Guest Experience, Corporate Affairs, Inflight Services to ensure alignment and effective execution of customer service strategies

Drive innovation, research industry trends, technologies and best practices to identify opportunities for innovation and improvement in customer service

Monitor Key Performance Indicators (KPI’S), tracking and analyzing metrics such as Customer Satisfaction Score, Net Promoter Score (NPS), and First Contact Resolution Rate to measure service quality and identify areas of improvement

Analyze customer feedback, customer insights, customer retention trends, customer inquiry handling, and lead the implementation of changes to improve service delivery across the value chain

Lead the Service Recovery Framework ensuring timely and empathetic resolution of customer complaints, disruptions, or service failures

Develop Service level agreements (SLA’s) and establish clear expectations and response times for customer support and service requests

Utilize IT platforms like CRM for interaction history, analyze data, enable self-service portals, implement AI powered chatbots

Ensure PFMA compliance and establish internal controls to ensure transparency, accountability and compliance

Compile reports, presentations and submissions to the Board, EXCO and relevant stakeholders

Lead, manage, develop and coach a high performing to ensure competencies and performance measures are in place

Build a successor pipeline for critical roles in the Customer Solutions division

Qualifications & Experience

Bachelor’s Degree in Business Management, Marketing or Business Administration, Economics at NQF Level 7

Masters' degree in Business Administration or MBA is a strong advantage

Certified Customer Experience Professional (CCXP) or Certified Customer Service Professional (CCSP)

10 - 12 year’s experience in a Customer Service role of which 8 years is at a senior management level

Strong track record in a successful customer service leadership role

Knowledge and Skills

In-depth knowledge of Customer Service

Strong negotiating skills

Data / BI-driven decision support

Business and commercial acumen

Analytical skills

Excellent communication skills (verbal and written)

Presentation skills

Leadership

Stakeholder management and relationship building

Problem solving

Project management

Financial modelling and scenario analysis

Judgement and decision making

Managing change

Attributes

Strategic mindset

Maintains confidentiality

Problem solver

Adaptable and agile

Ethical and acts with integrity

Reliable and dependable

Professional

Proactive

Results orientated

Resilient

Stakeholder influence

Team builder and coach

Strong customer orientation

Demonstrates strategic and visionary leadership

Deadline : 10th November,2025

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