Head of CRM

Dananda Talent; City of Johannesburg Metropolitan Municipality; On-site; ZAR 1 200 000 - 1 800 000; Full time

Job summary

A leading global business school in Johannesburg is seeking a Head of CRM to enhance customer relations and collections strategies. This strategic leadership role involves overseeing customer interactions, improving processes, and mentoring a high-performing team to ensure compliance and customer satisfaction.

Qualifications

• Minimum of 15 years experience in customer relationship management.
• At least 7 years in a senior management role involving collections.
• Proven track record of improving CRM processes.

Responsibilities

• Develop and oversee strategies for customer relations and collections.
• Lead the collections department with best practices in debt recovery.
• Analyze and report on CRM metrics and collections performance.

Skills

CRM

Customer Service

Team Leadership

People Management

Leadership Skills

Education

Bachelor's degree in Business Administration, Finance, or related field

Master's degree preferred

Job description

As the Head of CRM, you will lead our Collections and Customer Relations efforts, ensuring the seamless integration of customer service excellence with effective collections strategies. This role is critical for maintaining our financial health while enhancing customer satisfaction and loyalty. We are seeking a strategic leader with proven expertise in CRM, collections, and customer relations, capable of innovating and driving our operations to new levels of efficiency and effectiveness.

Responsibilities:

1. Develop and oversee the implementation of strategies for customer relations and collections, ensuring they align with the organization's overall goals.
2. Manage and optimize customer interactions to enhance satisfaction, retention, and revenue generation.
3. Lead the collections department, implementing best practices in debt recovery while maintaining a positive customer experience.
4. Analyze and report on CRM metrics, customer feedback, and collections performance to the board and stakeholders.
5. Drive digital transformation initiatives within the CRM and collections functions, leveraging technology to improve processes and customer interactions.
6. Foster a culture of continuous improvement, encouraging innovation and the adoption of new technologies and methods.
7. Establish relationships with key stakeholders, including customers, partners, and regulatory bodies.
8. Ensure compliance with legal and regulatory requirements pertaining to collections and customer relations.
9. Mentor and develop a high-performing CRM team, setting clear objectives and providing regular feedback.

Qualifications:

1. Bachelor's degree in Business Administration, Finance, or related field; Master's degree preferred.
2. Minimum of 15 years of experience in customer relationship management, with at least 7 years in a senior management role involving collections.
3. Proven track record of improving CRM processes and collections strategies in a high-volume environment.
4. Strong leadership and people management skills, capable of directing and motivating a diverse team.
5. Excellent communication and interpersonal skills, with the ability to negotiate and resolve conflicts effectively.
6. Deep understanding of CRM systems, analytics tools, and digital technologies relevant to customer service and collections.
7. Strategic thinker with exceptional analytical and problem-solving skills.
8. High ethical standards and professionalism, with a focus on maintaining customer trust and compliance.

Desired Skills:

• CRM
• Customer Service
• Customer Experience
• Contact Centre
• Team Leadership
• People Management
• Leadership Skills
• Student Portal Management
• Call Centre Operations
• Sales
• Operations Management

Desired Work Experience: 5 to 10 years

About The Employer:

A global business school based in Johannesburg with various schools, including Regenesys Business School, Regenesys School of Public Management, Regenesys School of Law, and the School of Technology. The group has campuses and offices online and in South Africa, Mumbai, Nairobi, Lagos, and other African countries.