Job Description

ABOUT THE ROLE

The CRM drives customer loyalty, service innovation, and operational excellence by leading and developing teams, strengthening customer relationships, and ensuring safe, compliant, and efficient service delivery.

KEY RESPONSIBILITIES

Leadership and Team Development

Organise, Lead, and Manage: Ensure positive customer relationships, maintain high standards in the store environment, and support your team's growth and engagement. Foster Team Autonomy: Encourage team members to take initiative, provide training opportunities, and cultivate a culture of learning and ownership. Define Relational Ambition: Organise client events, build strong relationships with key customers, and implement targeted actions to enhance engagement. Ensure all departmental Admin is done timeously.

Customer-Focused Innovation

Share Customer Knowledge: Gather and act on customer feedback to propose innovative solutions and explore new relationship models. Explore New Services: Collaborate with sales teams to introduce additional services and implement strategies for performance improvement. Service Offering Development: Ensure service clarity and visibility across all channels, taking corrective actions where necessary.

Operational Excellence

Checkout Process Efficiency: Maintain smooth and reliable payment processes, conduct audits, and execute action plans for continuous improvement. Resource and Risk Management: Optimise resource allocation, conduct risk analyses, and support your team in addressing challenges effectively. Cross-Functional Collaboration: Lead and contribute to projects that enhance customer experiences and operational performance.

Safety and Compliance

Safety Management: Implement and uphold safety protocols, conduct regular risk assessments, and promote a secure environment for customers and employees. Internal Control Facilitation: Ensure compliance with security checks, prevent shrinkage, and maintain adherence to internal control procedures.

WHAT WE ARE LOOKING FOR

Qualifications and Experience

Grade 12 or NQF 4 equivalent; a tertiary qualification in Retail Management is advantageous. Proven experience in a customer-focused leadership role, preferably in retail or a similar environment. Strong analytical and decision-making skills, with the ability to use data to drive improvements.

Skills you bring

Leadership Excellence: Inspire and motivate your team to achieve and exceed customer satisfaction goals. Customer-Centric Approach: Prioritise exceptional service delivery and build lasting relationships. Operational Expertise: Manage resources, risks, and processes with precision and efficiency. Problem-Solving: Tackle challenges proactively and develop innovative solutions. Communication: Engage effectively with customers, team members, and stakeholders across the business.

Personal Attributes

Friendly, confident, and engaging personality with a passion for delivering outstanding customer service. Curious and proactive, with a strong ability to take initiative. * Adaptable, hardworking, and a collaborative team player who thrives in a dynamic environment.