Purpose
To develop and maintain favourable relationships with stakeholders and surrounding communities, manage customer interactions, and coordinate corporate social investment (CSI) initiatives to enhance the organization’s community presence and customer experience.
Requirements
Identify, analyse and report potential IR risks to minimise business interruption and promote a harmonious workplace.
Advise on the handling of complaints, managing grievance procedures and facilitating counselling in conjunction with the HRBP’s.
Develops and maintains a favourable relationship with the surrounding communities.
Develops and coordinates programs to promote good will by disseminating information to the community and soliciting feedback from stakeholders.
Organizes and supports employee volunteer programs and coordinates with local groups.
May participate in the organization's charitable giving programs as they affect community initiatives.
May represent the organization at community gatherings or forums.
Manages the customer journey, which includes all steps customers go through when interacting with an organization.
Monitors all processes that come into direct contact with the customer.
Tracks, oversees and optimizes all customer interaction and ensures those interactions are of high caliber and high-quality.
Receives, assesses and evaluates customer feedback.
Understands, defines and refines the customer base on a continuous basis.
Assesses how an organization's sales, marketing and service departments work together to deliver seamless customer service.
Qualifications/Experience
Bachelor’s degree in Industrial Relations, Public Relations, Business Administration, or related field.
Minimum 5-10 years’ experience in IR, stakeholder relations, community affairs, or similar roles.
Certification in Project Management or Social Science will be added advantage.
Registered with professional board e.g. SABPP/IPM.
Personal attributes
Strong understanding of stakeholder engagement and community relations.
Excellent communication and public speaking skills.
Ability to manage and analyze customer interactions and feedback.
Experience in organizing community programs and events.
Proficiency in customer relationship management (CRM) tools.
Strong interpersonal skills and ability to build relationships.
Empathy and cultural sensitivity.
Proactive problem-solving abilities.
Adaptability and flexibility.
Initiative and self-motivation.
Closing date
12 May 2025