Senior Level Call Centre & CRM Manager
Job Placements · Midrand
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Start free — we apply for you →Senior Call Centre & CRM Manager
Customer Experience | CRM Strategy | Commercial Operations
Lead Customer Experience. Drive Commercial Performance. Shape Customer Loyalty.
Our client is a highly respected, market-leading organisation supplying premium products and solutions to the hospitality, foodservice and retail sectors. As the business continues its growth trajectory, an outstanding career opportunity has become available for an experienced and commercially astute Senior Call Centre & CRM Manager to lead and transform its Customer Contact Centre and Customer Relationship Management (CRM) function.
This is a strategic leadership position suited to an accomplished customer experience professional who combines operational excellence with strong commercial insight. The successful candidate will be responsible for optimising customer service operations, enhancing customer retention, improving CRM performance and leading a high-performing customer service and telesales team.
If you are passionate about delivering exceptional customer experiences, developing high-performing teams and leveraging CRM data to drive business growth, this opportunity offers the platform to make a significant impact.
The Opportunity
Reporting directly to senior executive leadership, you will provide strategic and operational leadership across all customer service channels while ensuring world-class customer engagement and continuous improvement across the entire customer journey.
You will play a critical role in strengthening customer relationships, improving service delivery, supporting sales growth and implementing customer-centric initiatives that enhance long-term loyalty.
Key Responsibilities
Customer Contact Centre Leadership
Lead, inspire and develop a high-performing Customer Contact Centre team.
Drive a customer-first culture across every customer interaction.
Oversee inbound customer enquiries, complaints and product support.
Manage outbound customer engagement and retention initiatives.
Monitor service delivery against agreed Service Level Agreements (SLAs).
Ensure exceptional service across telephone, email and digital communication channels.
Develop and implement customer service policies and operational procedures.
Resolve complex customer escalations professionally and efficiently.
Optimise workforce planning, scheduling and daily operational performance.
CRM Strategy & Customer Relationship Management
Lead and optimise the company's CRM platform.
Develop customer segmentation and lifecycle management strategies.
Improve customer retentio
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