Project Manager

1. JOB TITLE : Project Manager

2. MAIN PURPOSE OF THE JOB :

The role of a Project Manager is to lead a multi-disciplinary team of customers, category specialists, and supply partners through project life cycles by consulting, planning, budgeting, and tracking fulfillment against an agreed schedule. The goal is to deliver projects on time, within budget, and at the right quality to maximize customer satisfaction. This role requires consistent frontline engagement within a marketing environment, typically covering Creative, Print, POS, and Promotional Merchandise requirements.

Reporting to a Customer Success Manager (CSM), you will be part of a frontline team responsible for delivering operational excellence and revenue growth, improving customer loyalty and satisfaction (CSAT), enabling increased customer lifetime value (CLV), and achieving excellent net promoter scores (NPS).

Key Performance Indicators (KPIs):

• Customer Lifetime Value (CLV)
• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Delivery on time & In Full (OTIF)
• Organic Revenue Growth & Profitability
• Efficiency & Effectiveness

Key Performance Areas (KPAs):

• Stakeholder engagement (Collaboration & Communication)
• Fulfillment (Planning / Scheduling, Delivery)
• Operational execution (Staff, Customer Service, Controls, Technology Interaction, Reporting)
• Market Research (Innovation Initiatives)
• Risk Management & Compliance (Awareness & Mitigation)
• Client Retention (Relationships & Opportunity Generation)

3. QUALIFICATION REQUIREMENTS :

Grade 12

Diploma and/or certification in a related field

4. WORK EXPERIENCE :

3+ years' experience in a similar role and/or industry

Customer service and people management experience is advantageous.