Role Purpose

At Leroy Merlin, we believe that outstanding customer experiences are created by passionate leaders who inspire their teams and drive operational excellence. We are building our Talent Pool for future Head of Department (CRM) opportunities across our stores. You will lead the department's commercial strategy while delivering exceptional merchandising standards and fostering a customer-centric culture. You will inspire and develop your team, optimise departmental performance, and ensure customers receive an outstanding shopping experience at every touchpoint.

Key Responsibilities

• Leading and managing the department to deliver exceptional customer service and maintain high store standards.

• Coaching, developing, and inspiring your team to achieve outstanding performance.

• Creating a culture of ownership, accountability, and continuous learning.

• Building strong relationships with key customers and driving customer engagement initiatives.

• Analysing customer feedback to identify opportunities for service improvement and innovation.

• Collaborating with cross-functional teams to introduce new services and improve overall store performance.

• Ensuring service standards are consistently delivered across all customer touchpoints.

• Driving customer engagement and loyalty through targeted initiatives.

• Overseeing efficient, accurate, and reliable checkout and payment processes.

• Conducting operational audits and implementing continuous improvement plans.

• Optimising departmental resources while proactively managing operational risks.

• Leading initiatives that enhance both the customer experience and operational efficiency.

• Promoting a safe working environment through compliance with health and safety standards.

• Ensuring adherence to company policies, stock management procedures, and loss prevention controls.

Qualification and Experience

• Matric (Grade 12) or equivalent qualification

• A tertiary qualification in Retail Management or a related field will be advantageous.

• Proven leadership experience in a customer-focused retail environment or a similar industry.

• Strong analytical, problem-solving, and decision-making skills.

• Excellent communication, coaching, and people leadership abilities.

• A passion for customer service, operational excellence, and team development.