HOD CRM
Step into the Head of Department (Commerce) role and lead a team that drives great customer experiences and strong sales.
Role Purpose
As the Head of Department (Commerce) at Leroy Merlin, you will take the lead in shaping and driving the department’s commercial strategy while delivering outstanding merchandising standards and a truly customer-centric culture. You will inspire and guide your team to optimise product offerings, ensure smooth and efficient operations, and create exceptional customer experiences.
Key Responsibilities
Lead, organise, and manage the department to ensure excellent customer relationships and high store standards
Drive team engagement, development, and performance through coaching and continuous feedback
Empower team members to take initiative and foster a culture of ownership and continuous learning
Build and maintain strong relationships with key customers, including organising client engagement initiatives
Gather and analyse customer feedback to identify opportunities for improvement and innovation
Collaborate with sales teams to introduce new services and enhance overall performance
Ensure service offerings are clearly defined, visible, and consistently delivered across all channels
Implement targeted actions to strengthen customer engagement and loyalty
Ensure efficient, accurate, and reliable checkout and payment processes
Conduct regular audits and implement action plans to drive continuous improvement
Optimise resource allocation and proactively manage operational risks
Lead cross-functional collaboration to improve customer experience and operational performance
Implement and maintain safety protocols, conducting regular risk assessments
Promote a safe and secure environment for both customers and employees
Ensure compliance with internal controls, including stock management and loss prevention procedures
Support adherence to all company policies and regulatory requirements
Qualification and Experience
Grade 12 or NQF Level 4 qualification (minimum requirement)
A tertiary qualification in Retail Management or a related field will be advantageous
Proven experience in a customer-focused leadership role, preferably within retail or a similar environment
Strong analytical and decision-making capabilities, with the ability to interpret data and drive continuous improvement
- Department
- Greenstone
- Locations
- Johannesburg