About the position
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:
