Role Purpose

As the CRM Head of Department at Leroy Merlin, you will drive the commercial strategy, oversee merchandising excellence, and foster a customer-centric culture. You will lead your team to optimise product offerings, ensure seamless operations, and deliver exceptional customer satisfaction. This dynamic role offers an opportunity to influence the store’s performance while contributing to broader strategic objectives as a key member of the Management Committee.

Key Responsibilities

• Organise, lead, and manage the team to ensure positive customer relationships, maintain high store standards, and support team growth and engagement.

• Foster a culture of autonomy by encouraging initiative, providing training opportunities, and promoting learning and ownership.

• Build and strengthen customer relationships by organising client events and implementing targeted engagement initiatives.

• Gather and analyse customer feedback to identify opportunities for innovation and improved service delivery.

• Collaborate with sales teams to introduce new services and implement strategies that enhance performance.

• Ensure service offerings are clearly communicated and consistently available across all customer channels.

• Maintain efficient and reliable checkout and payment processes through regular audits and continuous improvement initiatives.

• Optimise resource allocation, conduct risk assessments, and support the team in resolving operational challenges.

• Lead and contribute to cross-functional projects that improve customer experience and operational efficiency.

• Implement and maintain health, safety, and security standards, including regular risk assessments.

• Ensure compliance with internal control procedures, security protocols, and shrinkage prevention measures.

• Monitor operational performance, identify improvement opportunities, and implement corrective actions to achieve business objectives.

Qualifications and Experience

• Grade 12 / NQF 4 equivalent (essential); a tertiary qualification in Retail Management or a related field would be advantageous.

• Proven experience in a customer-focused leadership role, preferably within a retail or similar environment.

• Strong analytical and decision-making abilities, with the capability to leverage data and insights to drive improvements and achieve business objectives.