Department Manager - CRM

Role Purpose

As we prepare to open our brand new store in Cornubia, KwaZulu-Natal, we are looking for a customer focused and results driven Department Manager CRM to join our team. The primary purpose of this role is to contribute to customer satisfaction and the overall results of the department. The Department Manager CRM serves as a leader and role model for Customer Assistants, supporting the Head of Department (HOD) in daily operations and the strategic development of the area.

Key Responsibilities

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Lead, coach, and mentor a team of Customer Assistants to achieve strategic business objectives and maintain a positive, high performance work environment

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Oversee daily departmental operations, ensuring delivery on the customer promise and timely, accurate completion of administrative processes

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Build and maintain strong relationships with internal and external customers, including organizing client engagement initiatives and strengthening key customer connections

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Support and coordinate store sales activities, contributing to the implementation of the Business Action Plan and achievement of sales targets

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Analyze service metrics (including NPS) and sales data to identify trends, training needs, and opportunities for performance improvement

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Ensure optimal staffing levels to meet customer demand while managing employee performance, discipline, and compliance with company policies

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Provide clear, concise, and data-driven reports to leadership, while keeping the team informed on product updates and business priorities

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Act as department leader in the absence of the Head of Department, ensuring continuity in operations and decision making

Qualifications and Experience

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Matric (Grade 12) qualification required

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Degree or diploma advantageous

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Proven experience managing team service levels, handling customer escalations, and resolving operational issues or staff conflicts

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Proficiency in using sales reports, KPI dashboards, and workforce planning tools

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Excellent communication skills with the ability to adapt style to different team members, along with strong negotiation and conflict resolution abilities

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Proven track record of monitoring team sales performance against targets and implementing local initiatives to improve customer experience