The Service & Commercial Effectiveness Manager is a senior leadership role within the Contact Centre, reporting to the Head of Contact Centre and leading a team of Quality professionals. The role is responsible for driving service excellence, member experience, quality assurance, and commercial effectiveness across Sales, Retentions, and Collections.
Key Responsibilities
- Lead the Contact Centre quality strategy to improve customer experience, service standards, and commercial performance.
- Use Human QA, AI scorecards, analytics, and coaching insights to improve sales conversions, retention outcomes, and collections performance while maintaining compliance and member trust.
- Manage and develop Quality Leads and Quality Assurers, building capability in coaching, root-cause analysis, reporting, and operational improvement.
- Partner with Operations, Training, Optimization, and Technology teams to translate insights into measurable actions and business improvements.
- Oversee quality governance, reporting, compliance standards, and continuous improvement initiatives.
- Drive the adoption and governance of AI-driven quality assurance and conversation intelligence tools.
Minimum Requirements
- Matric and a relevant tertiary qualification (or equivalent senior experience).
- Minimum 5 years' experience in a Contact Centre, customer operations, sales, retention, collections, or service environment.
- 2 to 3 years' leadership experience in Quality Assurance, Customer Experience, Commercial Effectiveness, or Operational Improvement.
- Strong experience in quality management, coaching, performance improvement, analytics, and stakeholder management.
- Excellent communication, leadership, and problem-solving skills with strong commercial acumen.
Ideal Candidate
The ideal candidate is a strategic and data-driven leader who can balance customer experience, quality, compliance, and commercial outcomes. They should have strong coaching skills, experience with AI-enabled quality assurance, and the ability to influence cross-functional teams to deliver measurable improvements.
Success Measures
Success will be measured through:
- Improved quality assurance scores and service standards.
- Increased sales conversion, retention, and collections outcomes.
- Expanded QA coverage and effective coaching implementation.
- Reduced quality risks, complaints, and compliance failures.
Why join? This role offers the opportunity to shape service excellence, lead quality transformation, and drive meaningful commercial results while enhancing members' experiences and supporting the organization's vision of creating a social wellness club.