Senior CX & CRM Leader: Transforming Call Centre

Zeebra Junction Specialist Recruitment; Midrand; On-site; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Life cover

Income continuation benefits

Funeral cover

Career growth opportunities

Innovative, market‑leading environment

High‑performance team culture

Job summary

Zeebra Junction Specialist Recruitment is seeking a Senior Call Centre & CRM Manager to lead the customer contact centre and CRM function in a strategic, results‑driven role.

You will shape customer experience, drive retention and collaborate with sales to enhance lifecycle value across channels.This leadership opportunity focuses on operational excellence, data‑driven decision making and a customer‑first culture.

Qualifications

• Five years' experience managing a Customer Contact Centre or Customer Service operation.
• Proven experience leading medium to large customer service teams.
• CRM platforms and customer engagement strategy experience.
• Experience in FMCG, manufacturing, wholesale distribution, hospitality or retail is advantageous.
• CRM certifications and contact centre management qualifications are beneficial.

Responsibilities

• Lead and develop a high‑performing Customer Contact Centre team.
• Drive a customer‑first culture across interactions.
• Oversee inbound enquiries, complaints and product support.
• Align with Sales and retention programs to support growth.
• Develop CRM strategies, data integrity and reporting accuracy.

Skills

CX Leadership

CRM Strategy

Stakeholder Management

Analytical Thinking

People & Team Development

Process Improvement

Coaching & Performance

Strategic Thinking

Education

Diploma or Degree in Business Management, Commerce, Marketing, Customer Service or related

CRM Certification

Contact Centre Management qualification

Tools

Salesforce

Microsoft Dynamics

HubSpot

Zoho CRM

ERP systems

Excel

Power BI

Job description

Zeebra Junction Specialist Recruitment is seeking a Senior Call Centre & CRM Manager to lead the customer contact centre and CRM function in a strategic, results‑driven role.

You will shape customer experience, drive retention and collaborate with sales to enhance lifecycle value across channels.This leadership opportunity focuses on operational excellence, data‑driven decision making and a customer‑first culture.