Service and Commercial Effectiveness Manager

Job title: Service and Commercial Effectiveness Manager

Division: Contact Centre

Minimum experience: Not Applicable

Company primary industry: Health, Wellness and Fitness

Job functional area: Quality Assurance

Job Description

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.