Jobs at the People Practice

Our client, an upscale laundry and dry-cleaning organization, is looking for a Chief Financial Officer (CFO) who will have the overall responsibility for the strategic planning, implementation, managing and running of all the finance activities of a company, including business planning, budgeting, forecasting, risk and governance as well as negotiations.

Responsibilities

• Take responsibility (either directly or via staff) for all cash management, investments, insurance, budgeting, and financial reporting, and help drive the company’s financial strategy and hiring needs
• Coordinate development of annual operating, capital, and program budgets, as well as reporting for the same
• Ensure cash flow is compatible with operations by overseeing day-to-day accounting, recording, reporting, and internal-control activities of the organization
• Develop and implement best practices and tools to ensure a well-controlled yet flexible organization that has strong fiscal management, project coordination, cross-team communications, and workflows
• Comply with national and local financial requirements by studying existing and new legislation and taking appropriate action
• Providing leadership, direction and management of the finance and accounting team
• Providing strategic recommendations to the Founder / CEO and members of the executive management team and Governing Council
• Managing the processes for financial forecasting and budgets, and overseeing the preparation of all financial reporting
• Advising on long-term business and financial planning
• Provide commercial insight and leadership across the business in order to exceed business plan targets
• Responsible for ensuring the risk and compliance management framework is embedded and operational for the Group
• Establishing and developing relations with senior management and external partners and stakeholders
• Reviewing all formal finance, HR and IT related procedures 

Qualifications

• Master’s degree (or equivalent experience) in accounting, business accounting, or finance
• Minimum 10 years’ relevant work experience, 7 years management practice of which 3-5 years in FMCG/Retail. Relevant historical roles include but not limited to Director of Finance, Credit Controller, Corporate Development
• Professional development and training are an added advantage.
• Certified Public Accountant (CPA) qualification or relevant certifications 
• Proficient in analyzing financial information and using metrics to evaluate performance 
•  Proficiency in financial software and management tools and strong understanding of financial statements and their interpretation
• Strategic thinking and the ability to provide insights and recommendations to improve financial health
• Experience in managing receivables, payables, and liabilities
• Ability to lead and manage the finance department and collaborate with senior managers and the Board of Directors
• Knowledge of financial control and compliance to ensure the accuracy and integrity of financial data
• Knowledge of finance functions and their integration into overall business operations
• Familiarity with the role of a Chief Financial Officer (CFO) and the responsibilities associated with the job title
• Expertise in financial planning and budgeting to support strategic initiatives
• Ability to develop and implement a business plan to drive financial growth
• Understanding of human resources management within the finance department

Must have skills

• Expertise in financial management, including cash flow, financial planning, and financial decision-making
• Proficiency in strategic planning and the ability to align financial initiatives with business goals
• Knowledge of capital structure and the ability to optimize financial resources
• Strong understanding of Generally Accepted Accounting Principles (GAAP) and ensuring compliance
• Excellent communication skills for effective collaboration with C-suite executives, including the Founder, Chief Executive Officer (CEO), Chief Production Officer (CPO) and Chief Operating Officer (COO)
• Excellent interpersonal and communication skills for effective stakeholder management and presenting financial information
• Strong analytical skills to assess financial risks and opportunities
• Leadership skills to guide and mentor the finance team and foster a high-performing finance department

go to method of application »

Our client, an upscale laundry and dry-cleaning organization, is looking for a Customer Relations Manager who will work closely with the Head of Customer Relations and other key stakeholders to deliver exceptional customer experiences, maintain company brand standards, and drive process improvements. This role is essential in ensuring that customer inquiries, concerns, and feedback are addressed effectively and efficiently.

Responsibilities

Supervise and Lead the Customer Relations Team

• Manage a team of Customer Relations Officers, ensuring high standards of service are maintained across all customer interactions.
• Provide daily supervision, guidance, and support to team members to ensure they meet or exceed customer service expectations.
• Assign and monitor team responsibilities, ensuring that all customer inquiries, complaints, and feedback are handled in a timely and professional manner.
• Conduct regular team meetings to ensure alignment with departmental goals, best practices, and company policies.

Ensure Excellent Customer Experience

• Act as the primary point of contact for complex customer issues, working with the team to resolve escalated concerns efficiently.
• Maintain a customer-first mentality and guide the team to provide solutions that are aligned with the company’s service standards and brand values.
• Continuously monitor customer satisfaction levels, taking action to resolve any service gaps or issues to ensure a seamless customer experience.

Train and Develop Customer Relations Officers

• Oversee the training and development of new and existing Customer Relations Officers to ensure they are equipped with the skills, knowledge, and tools to deliver excellent customer service.
• Provide ongoing coaching and feedback to team members to improve their performance and customer service delivery.  
• Assist in creating training materials and resources that help standardize customer service processes across the team.

Monitor Performance and Reporting

• Track team performance against key performance indicators (KPIs) such as response times, customer satisfaction scores, issue resolution rates, and service quality.
• Prepare and submit regular performance reports to the Assistant Head of Customer Relations, identifying areas for improvement and proposing actionable solutions.
• Analyze customer feedback to uncover trends, potential issues, and opportunities for process improvements.

Assist in Process Optimization and Continuous Improvement

• Identify and suggest process improvements to enhance the efficiency and effectiveness of the customer relations team.
• Work closely with the Assistant Head of Customer Relations to implement new customer service technologies and strategies that improve team performance and the overall customer experience.
• Foster a culture of continuous improvement by encouraging the team to provide input on how services can be enhanced.

Promote Company Brand and Service Standards

• Ensure the team consistently upholds the company’s brand values and service standards in every customer interaction.
• Serve as a role model for customer relations best practices and lead by example in providing exemplary customer service.
• Help maintain the company’s reputation for excellence by ensuring that all customer facing activities reflect the brand’s image and customer service ethos.

Escalation Management

• Handle escalated customer complaints and service recovery situations, ensuring that issues are resolved quickly and to the customer’s satisfaction.
• Work with the Assistant Head of Customer Relations to identify recurring issues and implement strategies to address them proactively.

Assist in Monthly Report Preparation for Management

• Provide input into the preparation of monthly reports, summarizing customer service performance, challenges, and successes within the customer relations department.
• Report on key trends, customer insights, and areas of concern that may impact customer satisfaction or operational performance

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Social Science, communications, or related field. MBA/M.Sc. in related discipline is an added advantage.
• Minimum of 4-6 years of experience in customer relations, service management, or a similar role, with at least 1-2 years in a supervisory or leadership capacity.
• Proven experience in managing teams and driving customer service excellence in a fast paced, customer-centric environment.
• Experience in the retail, or luxury service industry is a plus
• Professional development and training are an added advantage.
• The ideal candidate should be personable, bold, proactive and flexible, challenge and support executive management.
• Proficient in customer relationship management (CRM) systems and customer service technologies.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
• Demonstrate ability to motivate and communicate with others at all levels
• Influential relationships skills at all levels. Able to use these relationships to deliver service improvements
• Excellent problem-solving and conflict resolution skills, with a focus on customer centric solutions.
• Analytical mindset with the ability to track, interpret, and act upon key performance metrics.
• Able to adapt and succeed in a changing environment

Must have skills

• Excellent verbal & written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Excellent communication and negotiation skills.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
• Strong leadership skills, with the ability to motivate, coach, and develop a team.
• Strong organizational and multitasking abilities, with the capacity to manage multiple priorities.

go to method of application »

Our client, an upscale laundry and dry-cleaning organization, is looking for a Head Customer Relations who will have significant levels of responsibility and accountability for operational delivery. The HCR is responsible for identifying and developing all culture, process, performance improvements, efficiencies for the customer experience and for leading/developing a team, who typically deliver customer interactions across multiple channels (Front and Back office).

Responsibilities

Provide Strategic Leadership and Direction

• Develop and execute the long-term strategic vision for the Customer Relations department, aligning it with the overall company goals and business objectives.
• Lead the team in achieving key customer experience goals and ensure alignment with the company’s mission and values.
• Identify emerging trends, opportunities, and challenges within the customer relations landscape, and formulate strategies to address them.
• Foster a strategic mindset across the department to anticipate customer needs and improve service delivery

Drive Company Brand, Culture, and Uphold Standards in Customer Relations

• Lead and embed the company’s brand values and culture into the customer relations team to ensure alignment with organizational goals.
• Establish and maintain high standards for customer service interactions across all touchpoints.
• Act as a brand ambassador to promote the company’s reputation and ensure all customer-facing employees reflect the company’s core values.

Oversee Daily Operations of the Department for Process Efficiency and Effectiveness

• Manage and optimize the daily workflow of the Customer Relations department to ensure smooth and effective operations.
• Monitor and analyze key performance indicators (KPIs), such as customer satisfaction, issue resolution times, and service quality, ensuring the team meets or exceeds goals.
• Implement process improvements and streamline operations to enhance efficiency and effectiveness in customer service delivery.

Drive Excellent Customer Experience

• Champion initiatives that elevate the customer experience, ensuring a consistent and high-quality service offering.
• Proactively address and resolve customer complaints, concerns, and escalations in a professional and timely manner.  
• Work closely with customers to understand their needs, ensuring the company delivers a personalized and seamless experience.
• Foster strong relationships with key customers, ensuring high levels of satisfaction and loyalty.

Manage Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy

• Lead the recruitment, selection, and onboarding process for the customer relations team, ensuring alignment with company needs and culture.
• Oversee performance management processes, including coaching, development, and conducting performance reviews.
• Ensure adherence to company policies in handling disciplinary actions, promotions, and exits.
• Promote a positive, inclusive, and performance-driven work culture that engages and motivates employees.

Technology Innovation

• Spearhead the adoption of new technologies and tools that improve customer service and streamline operational processes.
• Explore and implement customer relationship management (CRM) systems, automation tools, and digital platforms to enhance service delivery.
• Stay ahead of industry trends and evaluate emerging technologies to maintain a competitive edge and optimize the customer experience.

Driving Market Growth

• Collaborate with the marketing and sales teams to identify opportunities for customer acquisition, market expansion, and service diversification.
• Analyze customer feedback and market trends to inform strategies for growth and customer retention.
• Cultivate and maintain relationships with key stakeholders, partners, and clients to support long-term business success and market expansion.

Monthly Report to Management

• Prepare and present detailed monthly reports to the management team, providing insights on customer service performance, trends, and feedback.
• Include key metrics such as customer satisfaction scores, resolution times, service quality assessments, and employee performance data.
• Highlight significant achievements, challenges, and opportunities for improvement in the customer relations department.
• Provide actionable recommendations for improving customer experience, operational efficiency, and overall business growth

Qualifications

• Bachelor’s degree Social Science, communications, or related field. MBA/M.Sc. in related discipline is an added advantage.
• Minimum 10 years’ relevant work experience, 5 years management practice of which 3-5years in FMCG and experience in a consulting firm.
• Professional development and training are an added advantage. 
• Extensive experience of managing operational customer service teams in luxury business.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets. 
• Proven Management and/or relationship management experience at a senior, strategic level role.
• The ideal candidate should be personable, challenge and support executive management, should be bold, proactive and flexible.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment 
• Able to interpret MI/BI and develop strategy and make recommendations. 

Must have skills

• Excellent verbal & written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment

go to method of application »

Our client, an upscale laundry and dry-cleaning organization, is looking for a Business Development and Projects Manager who will lead the organization\'s market expansion, drive sales growth, and oversee the implementation of innovative projects. You will play a key role in identifying new opportunities, contributing to digital marketing efforts, and ensuring the successful execution of business.

Responsibilities

Planning and Overseeing New Market Initiatives

• Lead the planning and execution of new market initiatives to drive business growth and expansion, including the identification of new customer segments and geographical areas for growth.
• Develop and implement strategies for market penetration, ensuring alignment with the company’s overall goals and brand positioning.

Researching Organizations and Identifying New Opportunities

• Conduct market research to identify potential clients, industries, and business opportunities that align with the company’s services and growth ambitions.
• Build relationships with key organizations, influencers, and stakeholders to expand the company’s reach.

Increasing Customer Value and Acquiring New Customers

• Focus on enhancing the value of existing customer accounts while developing and executing strategies to attract new clients.
• Implement customer retention strategies and explore upsell and cross-sell opportunities to maximize customer lifetime value.

Analyzing Return on Investment (ROI) for New Initiatives and Projects

• Evaluate the ROI for all new business initiatives, including digital marketing efforts, technology innovations, and new service lines.
• Provide management with detailed analysis of project outcomes, ensuring alignment with financial and operational objectives.

Managing and Monitoring New Initiatives and Projects

• Oversee the execution of newly launched business initiatives and projects, ensuring successful implementation and achievement of desired outcomes.
• Monitor performance metrics, providing regular updates and reports to management on progress and impact.  

Contacting Potential Clients and Building Relationships

• Actively reach out to potential clients, establishing rapport and arranging meetings to introduce the company’s offerings.
• Build strong relationships with prospective clients and key decision-makers to facilitate business development opportunities.

Developing New Markets and Improving Sales

• Identify new markets, sectors, and customer needs to expand sales.
• Develop strategies to improve sales performance in existing markets, increasing market share and revenue.

Digital Marketing and Sales Activities

• Contribute to the company’s digital marketing efforts by working closely with the marketing team to develop online campaigns, social media strategies, and digital outreach.
• Drive sales initiatives by utilizing digital platforms to engage with potential clients and promote the company’s services.

Attending Conferences, Meetings, and Industry Events

• Represent the company at relevant conferences, meetings, and industry events to stay informed of industry trends, competitor activities, and emerging business opportunities.
• Network and build relationships with industry leaders and potential clients at these events.

Developing Quotes and Proposals for Clients

• Create customized quotes and proposals for prospective clients, addressing their specific needs and demonstrating the value of the company’s services.
• Lead negotiations and close business deals to achieve revenue growth targets.

Setting and Achieving Business Development Team Goals

• Develop clear goals and milestones for the business development team to support the company’s growth initiatives.
• Ensure that the team achieves sales targets, key performance indicators (KPIs), and other business development objectives.

Training and Developing Team Members

• Provide training and mentorship to business development team members, ensuring they have the tools and knowledge to succeed.
• Foster a culture of continuous improvement and professional growth within the team.

Following Up on New Business Opportunities

• Proactively follow up with potential clients, ensuring timely responses and keeping the sales pipeline active.
• Coordinate meetings, calls, and presentations to convert leads into business opportunities.

Planning and Preparing Presentations

• Develop and deliver engaging presentations to prospective clients, highlighting the benefits of the company’s premium laundry and dry-cleaning services.
• Customize presentations to address client needs, offering tailored solutions and value propositions.

Communicating New Product Developments to Clients

• Stay updated on new product offerings, service innovations, and technological advancements.
• Effectively communicate these developments to prospective clients to create interest and drive sales.

Overseeing Marketing Literature Development

• Oversee the development of marketing materials, including brochures, presentations, and promotional content that align with the company’s brand and messaging.
• Ensure that marketing literature reflects the company’s high-quality service and innovative approach.

Reporting and Providing Management Feedback

• Prepare regular reports on business development activities, market trends, and project performance for management.
• Provide actionable and project outcomes.

Technology Innovation and Integration

• Champion the integration of new technologies to improve customer service, streamline operations, and support business development efforts.
• Collaborate with the IT and operations teams to assess and implement innovative technology solutions that drive efficiency and enhance customer experiences. Feedback and insights based on market research, customer interactions.

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field.
• Minimum of 5-6 years in business development or sales, with a proven track record in driving market growth and implementing successful initiatives.
• Proficient in major administrative applications and software - Microsoft Word, Microsoft Excel, Microsoft Office suite, etc., programs and project management tools like Microsoft Project and SharePoint
• The ideal candidate should be personable 

Must have skills

• Strategic Thinking: Develop and execute market-aligned strategies.
• Sales & Negotiation: Drive sales and secure contracts.
• Project Management: Oversee and deliver projects on time and within budget
• ROI Analysis: Assess and optimize business initiatives.
• Digital Marketing: Leverage digital tools and platforms for growth.
• Client Management: Build and maintain strong client relationships.
• Leadership: Lead and motivate a high-performing team.
• Communication: Strong presentation and proposal skills.
• Industry Knowledge: Stay informed on trends and network effectively.
• Technology Integration: Implement innovative tech solutions.
• Problem-Solving: Resolve challenges with data-driven decisions.
• Time Management: Manage multiple tasks efficiently.