Customer Care Manager - Tygervalley

Immediate Superior:
Customer Services Manager

Job Grade: 20

Location:

Tygervalley

Function:
Supply Chain

Sub Function:
Customer Logistics and Distribution

Type of

Contract:

Permanent

Reference Number: 152561

Closing Date: 02/03/2026

Applications are invited for the above-mentioned position in Supply Chain, Customer, Logistics & Distribution in Tygervalley. The successful candidate will report to the Customer Services Manager.

The Customer Care Manager is responsible for leading initiatives that improve the end-to-end customer journey, ensuring a seamless and customer‑centric experience across all touchpoints. This includes ownership of the Voice of the Customer (VoC) program, managing customer and consumer complaints, queries, and requests, and driving effective communication strategies for both customers and internal stakeholders. The role is also responsible for managing all inbound activity (Inbound telesales, L1 Support for eazle, SEM and Fridge Maintenance).

• Develop and own the VoC strategy and roadmap to ensure continuous, structured, and meaningful customer feedback collection.
• Drive improvements in survey design, distribution, and response rates across all relevant channels.
• Ensure that all inner loop activities are closed with the customer.
• Manage the outer loops by analysing VoC data to identify actionable insights and trends.
• Work closely with analytics, product, and service teams to ensure insights are used to drive customer‑centric improvement.

• Customer and Consumer Complaint Management
• Develop and oversee robust processes for handling complaints, ensuring timely and effective resolution.
• Maintain comprehensive records of complaints, resolutions, and preventative actions.
• Analyse complaint data to identify trends, root causes, and opportunities for improvement.
• Collaborate with cross‑functional teams to resolve systemic issues and enhance customer satisfaction.

• Manage all inbound call activities, ensuring calls are handled professionally and within SLA.
• Oversee order intake, accuracy, and on‑time processing across inbound channels.
• Maintain call list governance, call flow adherence, and agent productivity standards.

• Provide oversight and governance for 1st Level (L1) support across key operational systems (Eazle, SEM, Fridge Maintenance), ensuring teams resolve frontline issues efficiently and escalating systemic problems appropriately.
• Ensure accurate, compliant logging, triaging, and monitoring of all system‑related incidents and asset maintenance requests, driving improved SLA adherence and data integrity across the department.
• Lead system readiness through training, access management, workflow compliance, and continuous improvement across all customer service teams using these platforms.
• Partner with System Support, IT, and Asset Management teams to monitor system stability, address recurring defects, and align system performance with departmental operational objectives.

• Leadership and Team Management.
• Lead, mentor, and develop a high‑performing customer care team.
• Foster a culture of continuous improvement and customer advocacy.
• Ensure team alignment with service standards and customer experience goals.
• Data Analysis and Reporting.
• Prepare regular reports and presentations on customer care performance, trends, and improvement opportunities.
• Use insights to drive operational enhancements and inform strategic decisions.

• Bachelor’s degree in Customer Experience or a related field.
• 7+ years of proven experience as a Customer Care Manager or similar role, with a track record of successfully managing customer complaints and quality assurance.
• Strong leadership and people management skills, with the ability to motivate and develop a team.
• Excellent problem‑solving and critical‑thinking abilities.
• Exceptional communication and interpersonal skills.
• Proficiency in data analysis and reporting, with a strong understanding of customer satisfaction metrics.
• Experience with customer feedback management tools and CRM systems is a plus.

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd) is committed to an organisational culture that recognises, appreciates and values inclusion and diversity.

You must be fully eligible to live and work in South Africa to apply.