Job Description

Introduction to the VKB GroupThe VKB Group is an agricultural company, providing support to farmers and producing straight-from-the farm-foods for consumers. Apart from the various consumer brands, the VKB Group is also represented by its regional brands: VKB, GWK and NTK. Our roots are firmly planted in agriculture with farming at our core, continuously growing and evolving throughout the years.Starting with providing everything needed on the farm to produce food, we now also operate in all areas of the food supply chain: processing, logistics, and national and global market channels.This xe2x80x9chouse of brandsxe2x80x9d we've established with the support of our farmer shareholders is the foundation for building the agribusiness of the future.About the PositionWe are seeking a strategic and client-focused Head of Client Services to lead our CRM ecosystem and client relationship team. This role is responsible for ensuring exceptional customer experiences, ensuring world-class customer engagement, driving client retention, and contributing to business growth through optimisation of our CRM ecosystem. The ideal candidate will be a strong leader with a deep understanding of customer service, CRM systems, data-driven decision-making and team management.Key Responsibilities: * Client engagement strategies to drive satisfaction and loyalty

• Acting as a senior point of contact for client escalations and high-priority accounts.
• CRM System Management & Data-Driven Insight

• Oversee the effective use of our CRM system to manage client interactions, track engagement, and optimise service delivery.
• Ensure accurate and up-to-date client records, using data to improve customer experiences and drive strategic decisions.
• Analyse CRM reports to identify trends, service gaps, and opportunities for growth.
• Leverage CRM insights to improve client engagement.
• Work closely with operational teams to ensure seamless CRM integration and alignment across departments.
• Collaborate with internal teams to optimise CRM workflows, ensuring a smooth and data-driven approach to client services.
• Drive automation and process improvements within our CRM ecosystem to enhance efficiency and reduce manual tasks.
• Ensure company-wide adoption of the CRM system through training and best practices.

4. Service Delivery & Quality Assurance

• Ensure consistent and high-quality service delivery across all touchpoints.
• Work with internal teams to optimise processes and improve client experience.
• Monitor client feedback and implement improvements.

• Strategic Growth & Retention

• Develop strategies for client retention and account growth.

• Team Leadership & Development

• Lead and mentor a team of client service professionals.
• Foster a client-centric culture within the team.
• Set performance goals and conduct regular team evaluations.

• Problem Resolution & Risk Management

• Proactively address client concerns and implement solutions.
• Anticipate risks and develop strategies to mitigate client churn.

• Business Alignment & Reporting

• Align client service objectives with overall business strategy.
• Provide regular reports on client satisfaction, retention, and engagement.

Key Qualifications:

• Experience: 5+ years in client services, account management, or a related field, with leadership experience.
• Skills: Strong communication, negotiation, and problem-solving skills.
• Strategic Thinking: Ability to develop and implement client service strategies.
• Industry Knowledge: Familiarity with the agricultural sector and its customer expectations.
• Tech-Savvy: Comfortable with CRM systems and data-driven decision-making.

KPI's: * Client Satisfaction & Retention

• Net Promoter Score (NPS) (Measures how likely clients are to recommend your business)
• Customer Satisfaction Score (CSAT) (Tracks client happiness with services)
• Client Retention Rate (Percentage of clients retained over time)
• Churn Rate (Percentage of clients lost - should be minimized)

• CRM efficiency and adoption

• CRM Data Accuracy: Ensuring data hygiene and minimizing missing or outdated client information (% of complete client profiles).
• Client Interaction Frequency (Tracking touchpoints logged in CRM to ensure regular engagement).
• Response Time & Resolution Rate via CRM logs (Measuring how quickly client issues are logged and resolved).
• Customer Feedback Integration (Using CRM data to track and analyse client complaints, requests, and suggestions).
• Client Segmentation & Personalization Success (Measuring how well the CRM ecosystem helps tailor service to different client needs).
• CRM Adoption Rate (%) (Ensuring the team is actively using the system).
• Number of Manual vs. Automated Tasks (Increasing efficiency through automation within the CRM).
• Employee Training on CRM features (Ensuring staff is well-equipped to maximize CRM capabilities).

• Operational Efficiency

• Response Time to Client Issues (Measures how quickly concerns are addressed)
• Resolution Time (How long it takes to resolve client problems)

• Team Performance & Engagement

• Employee Engagement Score (Measures team satisfaction and alignment)
• Training & Development Progress (Tracks skill-building within the team)

Other InformationThe company can expire jobs at any time at their own discretion.VKB Group and/or its subsidiary companies will use any personal data collected through the job opportunities section of this website for recruitment purposes only and, should your application be successful, for purposes connected with your employment.VKB Group is an equal opportunity employer. VKB Group's approved Employment Equity Plan and Targets will be considered as part of the recruitment process aligned to VKB Group's Employment Equity & Transformation Strategy. VKB Group actively supports the recruitment of People with Disabilities.Things to take note of when applying through our Career Portal.Use Google Chrome when accessing the portalClear copy of your CV in either PDF or WordThe CV should not have handwriting on the documentNB! Only Submit your CV on the Upload CV section of the application form and not a PDF that includes other documents such as ID, Driver's License and other documents. The application form will make provision for the candidate to upload supporting documents.When uploading profile picture, make sure the minimum size uploaded is 300 x 300px

VKB Group