Customer Experience Manager

Pinpoint One Human Resources; Centurion; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

A leading company in the financial and agricultural services industry seeks a Head of CRM & Client Experience. The role involves developing and executing business-wide CRM strategies, improving client satisfaction, and managing teams to enhance the customer journey. Ideal candidates have over a decade of CRM experience, strong leadership skills, and proficiency with Salesforce platforms. Join this fast-growing organization to influence transformation across Africa and the globe.

Benefits

Competitive remuneration

Professional growth opportunities

Opportunity to influence CRM strategy

Qualifications

• Minimum of 5 years of management experience in a Financial or Agricultural Services environment.
• 10+ years in CRM, customer experience, or client strategy roles.
• Strong strategic thinking capabilities with proven leadership experience.

Responsibilities

• Lead and drive customer experience strategies to improve client satisfaction.
• Manage and optimise Salesforce platforms and CRM analytics.
• Collaborate cross-functionally to solve complex business challenges.

Skills

CRM

Customer Experience Management

Digital Transformation

Salesforce

CRM Strategy

Data analysis

Stakeholder Engagement

Education

Bachelor's degree in Business Administration

CRM certifications (e.g. Master Class CRM)

Tools

Salesforce Financial Services Cloud

CRM analytics

Job description

Are you a visionary leader with a passion for customer experience, CRM strategy, and digital transformation? We are seeking a Head of CRM & Client Experience to lead our enterprise-wide CRM and client engagement strategy. This role demands a results-driven professional with deep expertise in Salesforce platforms, client journey mapping, and organisational change in a complex financial or Agricultural services environment.

Key Responsibilities:

• Lead and drive customer experience strategies that improve client satisfaction and loyalty.
• Champion CRM initiatives and customer journey improvements across the organisation.
• Collaborate cross-functionally to solve complex business challenges with innovative, data-driven solutions.
• Inspire, lead, and develop high-performing teams to deliver exceptional service and results.
• Partner with executive leadership to align customer experience strategies with business goals.
• Lead CRM strategy and transformation across business units and international operations.
• Manage and optimise Salesforce Financial Services Cloud, CRM analytics, and client digital platforms.
• Design and implement client journeys, onboarding processes, and end-to-end customer lifecycle improvements.
• Drive cross-functional CRM initiatives, aligning people, processes, and technology with business goals.
• Oversee CRM budgets (R70M-R100M), stakeholder engagement, and platform adoption (80%+).
• Deliver unique CRM solutions not yet available in standard industry platforms.
• Guide teams through continuous improvement, governance, and performance management.

Minimum education and experience:

• Bachelor's degree in Business Administration, Communication or related field
• CRM certifications (e.g. Master Class CRM) are a plus.
• Minimum of 5 years of management experience in a Financial or Agricultural Services environment.
• Strong strategic thinking capabilities, with a creative and analytical approach to solving complex problems.
• Solid leadership experience with the ability to motivate teams and drive high performance.
• Excellent communication, interpersonal, and stakeholder management skills.
• Experience in implementing CRM systems and improving customer-centric processes.
• Familiarity with digital transformation and customer analytics tools.
• 10+ years in CRM, customer experience, or client strategy roles, with at least 5 years at a senior or executive level.
• Experience in a Financial / Agriculture Services environment
• Demonstrated success in Salesforce implementation, data governance, and analytics.
• Proven leadership in managing large-scale transformation, stakeholder alignment, and customer-centric innovation.

What We're Looking For:

• Strategic thinker with a creative and analytical problem-solving mindset.
• Inspirational leader with strong communication, influence, and mentoring capabilities.
• Highly skilled in project delivery, business development, and managing multi-disciplinary teams.

Why Join Us?

• Opportunity to influence the CRM and customer journey in a fast-growing, mission-driven company.
• Drive transformation across Africa and global markets.
• Collaborate with high-performing teams and executive stakeholders.
• Competitive remuneration and professional growth opportunities.

Desired Skills:

• CRM
• Customer Experience Management
• Digital Transformation
• Salesforce
• CRM Strategy
• Industry data
• Data analysis
• Corporate investment
• Financial service cloud
• CRM analytics
• Segmentation
• Agriculture
• Financial Service
• Strategic thinker
• Stakeholder Engagement

Desired Work Experience:

• 5 to 10 years Banking
• 5 to 10 years Client / Customer Support

Desired Qualification Level:

• Degree