Customer Experience & Order Management Lead

Key Responsibilities

• Lead the order processing team to deliver accurate, timely and reliable service.
• Coordinate order fulfilment across Sales, Production, Logistics, Stores, Procurement and Finance.
• Act as the link between customers, the Sales team and operational departments, ensuring clear updates and realistic commitments.
• Manage urgent orders, stock constraints, delivery delays, returns and escalated complaints calmly and decisively.
• Set clear owners, timelines and service levels, follow up actions and hold teams accountable for agreed commitments.
• Use customer feedback and operational data to identify root causes, reduce repeat issues and improve service performance.
• Review, improve and embed processes and SOPs through training, controls, audits and regular follow-up.
• Coach the team, monitor KPIs and build a culture of ownership, continuous improvement and customer-centred decision-making.

Qualifications

• Bachelor's degree in business, Supply Chain, Operations, Customer Experience, Commerce or a related field.
• At least five years' relevant experience, including a minimum of three years leading people.
• Experience coordinating order fulfilment across several operational departments.
• Demonstrated experience coordinating order fulfilment across Sales, Production, Logistics, Stores, Procurement and Finance.
• Proven ownership of process improvement, SOP development, root-cause analysis and corrective-action follow-through.
• Strong working knowledge of ERP/CRM systems, Excel and operational performance reporting.
• Training in customer experience, supply chain, project management, or continuous improvement will be an added advantage.