The ideal candidate must have a strong understanding of the music industry and member/customer service best practices, a proven track record of improving membership/ customer satisfaction, music publishing, stakeholder management, solution driven and be experienced in managing member/ customer complex queries and a dynamic team. They must have completed a relevant postgraduate qualification and have 5 to 10 years senior management and customer care experience.
Key Performance areas:
- Strategy development, implementation and membership growth;
- Risk management;
- Budgeting & Financial Management;
- Management of organisational customer experience;
- Responsible for member governance;
- Leadership and People Management;
- Stakeholder engagement and management; and
- Membership/ Customer Digital Transformation.
Key responsibilities include:
- Management of organisational queries;
- Member education and engagement;
- Operational and system improvements;
- Implementation operation andtechnical efficiencies;
- Management of organisationalcustomer experience;
- Policy creation aligned toincreasing member value;
- Management of operational projectsand
- Membership Query and ComplaintResolution.
Minimum requirements:
- A Master Degree in Business Administration,Marketing or a related field;
- 5 to 10 years in senior managementrole, including the management of customers in a large organisation;
- Proven work experience in Membershipand Customer Service environment;
- Strong understanding of copyright andmusic industry experience;
- Great understanding of high-volumequery management environments;
- Strong appreciation for technicaland product knowledge;
- Excellent presentation skills andability to represent SAMRO in industry engagements;
- Excellent communication andinterpersonal skills;
- Strong business acumen andcollaboration skills;
- Extensive reporting skills;
- High aptitude to manage key accountsand complicated engagements;
- Must be able to exerciseprofessional judgement and be self-directed;
- Strong leadership and teammanagement skills;
- Proficiency in customer relationshipmanagement (CRM) software;
- Previous experience from MusicPublishing, Financial Service Sector, Information Communication Technology(ICT) environments will be an added benefit.
Minimum Requirements:
- A Master Degree in Business Administration,Marketing or a related field;
- 5 to 10 years in senior managementrole, including the management of customers in a large organisation;
- Proven work experience in Membershipand Customer Service environment;
- Strong understanding of copyright andmusic industry experience;
- Great understanding of high-volumequery management environments;
- Strong appreciation for technicaland product knowledge;
- Excellent presentation skills andability to represent SAMRO in industry engagements;
- Excellent communication andinterpersonal skills;
- Strong business acumen andcollaboration skills;
- Extensive reporting skills;
- High aptitude to manage key accountsand complicated engagements;
- Must be able to exerciseprofessional judgement and be self-directed;
- Strong leadership and teammanagement skills;
- Proficiency in customer relationshipmanagement (CRM) software;
- Previous experience from MusicPublishing, Financial Service Sector, Information Communication Technology(ICT) environments will be an added benefit.
Core Competencies:
- High levels of emotionalintelligence;
- Solution driven;
- Valuing diversity;
- Customer focused;
- High energy levels;
- Integrity;
- Ability to lead; and
- Detail orientated
If you are confident that you have the necessary qualification and experience to perform the above mentioned duties, please forward your CV (stating which position you are applying for) in confidence to recruit@samro.org.za
All positions will be filled in accordance with our Employment Equity policy.
Email address: recruit@samro.org.za
Closing date: 30 November 2024
If you do not receive a response within two weeks, consider your application unsuccessful.