Head: CRM, Client Experience & Insights - (Head Office) at Land Bank Careers

MAIN PURPOSE OF THE JOB

• The Head: CRM, Client Experience & Insights is responsible for developing and executing strategies to maximize customer retention, loyalty, and satisfaction.
• The purpose is to oversee the implementation and management of CRM systems, analyze customer data to identify trends and opportunities, and lead cross-functional efforts to personalise marketing, sales, and customer service interactions.
• Additionally, focus on driving revenue growth through targeted campaigns, customer segmentation, and effective communication channels
• To lead the collection, analysis and interpretation of client data to generate actionable insights that drive strategic decision-making, client centric product development and improved service delivery within the Bank.
• To design, manage and continuously improve the end-to-end client experience for the Bank’s customers, ensuring that interactions across physical and digital channels are simple and responsive.

Key Performance Areas    
Embed a Customer experience culture in the organisation

• Define and execute short and long-term customer service and support strategy, leveraging best practices and technology to expand service capabilities, ensuring consistent, high-value and cost-effective service levels.
• Implement initiatives to embed a desirable customer centric culture and create an inclusive work environment.
• Engage with internal and external stakeholders to develop and manage consistent customer messaging and develop and maintain cross-disciplinary and partner support processes and communications.

Manage relationships and institutionalise internal mechanisms to improve customer experience

• Facilitate smooth working relationship and resolution of any client or customer complaints in the Bank.
• Identify the relevant role players in accordance with business requirements and dependencies.
• Set-up meetings with the role players to discuss the roles and responsibilities and possible areas of cooperation, improvement and conflict.

Develop and implement a Customer Relationship Management strategy, systems and data insights

• Develop and implement the agricultural client experience strategy aligned with business goals and client needs.
• Drive continuous improvement and innovation in CRM practices, processes, and technologies

Channelling of sales leads to relevant party

• Lead cross-functional efforts to segment customers, develop targeted campaigns, and optimize communication channels.
• Collaborate with marketing, sales, customer service, and product teams to align CRM initiatives with business objectives and priorities
• Engage with the front line Divisional Heads on targets and potential leads to contribute to the overall increase in new clients.

Effective Team and Business Support

• Oversee the day-to-day operations of customer service including ongoing performance evaluation and refinement for operational excellence
• Work closely with the other members of the relevant teams to deliver outstanding performance and support the Business Coordinator as may be required.
• Take responsibility for routine duties on a regular basis with other members of the team.

Departmental and People Management

Performance Management

• Analyse the business plan to determine the applicable deliverables and targets
• Compile the Performance Management documentation in collaboration with the staff member

Capacity Planning

• Determine the human resource requirements, in accordance with the expected deliverables and current capacity
• Secure the human capital requirements to ensure that deliverables will be met in accordance with the expected targets

Financial Management

• Develop and manage budget
• Manage expenditure and ensure no fruitless expenditure
• Adhere to financial guidelines and thus ensure proper control over expenditure

Preferred Minimum Education and Experience    

• Bachelor’s Degree in Business Administration, Communication or related field 
• Experience in a Financial / Agriculture Services environment with at least 5 year’s management experience - 6 to 8 years
• Proven experience in CRM, customer experience management, or related roles, with a track record of driving results.
• Strong analytical skills and proficiency in CRM systems and analytics tools.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Strategic mindset and ability to think creatively and analytically to solve complex business problems.
• Leadership experience, with the ability to inspire and motivate teams to achieve goals and deliver exceptional results.
• Adaptability to evolving CRM technologies and industry trends
• Strong project management skills, with the ability to manage multiple projects simultaneously and meet deadlines

Critical Competencies    

• Microsoft Office
• Financial / Business Acumen
• Customers Care Service Principles
• Project Management Skills
• Knowledge of SAP

Additional Requirements    

• Required to work extended hours