Integrated Customer Service Centre Manager

Job Purpose To provide strategic and operational leadership for the Vector Integrated Customer Services Centre, ensuring the effective end-to-end management of customer order origination and capture, customer queries, demand, supply and capacity planning, primary and secondary distribution planning, and international planning requirements.

The role integrates customer service and supply chain activities to deliver targeted service levels, operational efficiency, commercial value and sustainable continuous improvement across the Vector network.

Key Responsibilities

Lead the day-to-day operation and strategic development of the Integrated Customer Services Centre. Provide end-to-end oversight of customer-facing supply chain services, including order capture, customer queries and complaint resolution. Lead demand, supply and capacity planning processes to balance customer service, stock availability and operational capacity.

Oversee primary and secondary transport planning across the Vector network, including international planning requirements. Establish and monitor service-level, planning, customer service and transport performance measures, and lead corrective action where performance is below target. Drive the migration from manual to automated order channels and support the implementation of relevant FMCG and customer-service technologies.

Lead multifunctional teams through organisational, process and technology change, from concept through implementation. Build senior customer relationships and collaborate with internal functions to resolve service risks and improve customer experience. Manage the function within approved financial parameters, with focus on cost optimisation, margin, cash flow and sustainable value delivery.

Develop team capability, leadership depth, accountability and a culture of continuous improvement. Prepare accurate performance analysis, dashboards and executive reports for business decision-making. Key Relationships Internal Executive and senior leadership. Commercial. Customer. Sales. Operations. Warehousing. Transport.

Finance. Information Technology. Human Resources. Procurement. Other supply chain teams. External Senior customer stakeholders, key clients, suppliers, technology providers, transport partners and other service providers. Interactions focus on service delivery, planning alignment, operational performance, issue resolution, commercial outcomes and continuous improvement.