Head of CRM

4 days ago

Sandton, South Africa Dananda Talent Full time
Key Responsibilities:Strategic Leadership & CRM System Optimization
  • Develop and execute a comprehensive CRM strategy aligned with organizational goals.
  • Leverage CRM systems to effectively manage and optimize student and customer relationships.
  • Oversee the implementation of technology solutions that improve customer/student engagement and retention.
  • Drive continuous improvements in CRM processes, ensuring alignment with industry best practices.
Customer & Student Engagement & Retention
  • Develop and implement targeted retention campaigns to enhance student success, completion rates, and alumni engagement.
  • Lead the Student Relationship Management (SRM) team in executing effective communication strategies.
  • Ensure that all student queries (inbound/outbound) are addressed within established response timeframes.
  • Oversee the development and execution of personalized communication strategies across multiple channels.
Data Analytics & Reporting
  • Establish and maintain robust data analysis frameworks to evaluate customer/student satisfaction.
  • Utilize market and industry research to identify trends and opportunities for improving customer relationships.
  • Design and oversee reporting requirements for both academic and operational insights.
  • Provide strategic recommendations based on data analytics to drive revenue growth and enhance customer experience.
  • Present insights and reports to the Senior Management Team to support decision-making.
Cross-Departmental Collaboration & Process Improvement
  • Collaborate with sales, marketing, finance, collections, student support, and operations teams to enhance customer/student experiences.
  • Lead initiatives to improve service delivery and customer interactions across all departments.
  • Work with Student Relationship Managers (SRMs) to ensure effective allocation of Student Relationship Advisors (SRAs).
  • Ensure all customer/student interactions are streamlined and directed through official communication channels.
Customer/Student Complaints & Resolution Management
  • Oversee the resolution of both academic and operational complaints, ensuring swift and effective action.
  • Implement a robust complaints management system, tracking trends and developing strategies to prevent recurring issues.
  • Utilize root cause analysis to drive process improvements that reduce costs and increase customer/student satisfaction.
Performance Management & People Leadership
  • Establish and monitor key performance indicators (KPIs) aligned with strategic objectives.
  • Utilize system-driven and manual reporting to optimize team and departmental performance.
  • Foster a high-performance culture by providing leadership, coaching, and development opportunities to the CRM team.
  • Ensure adherence to company policies and best practices for customer/student engagement.
Required Skills & Competencies:
  • Proven track record in a senior CRM leadership role, preferably in an educational or service-driven industry.
  • Exceptional strategic thinking and problem-solving abilities.
  • Strong interpersonal, communication, and negotiation skills.
  • High proficiency in CRM platforms, data analytics, and customer engagement tools.
  • Strong leadership and people management skills, with experience in leading high-performing teams.
  • Ability to drive continuous improvement initiatives and deliver measurable business impact.
  • Strong analytical and decision-making skills with a customer-centric mindset.
  • Ability to effectively multi-task in a fast-paced environment while maintaining attention to detail.
Education & Experience Requirements:
  • Bachelors degree in Business Administration, Marketing, Customer Relationship Management, or a related field (Masters degree preferred).
  • Minimum of 12 years of experience in customer relationship management, with at least 5 years in a senior leadership role.
  • Extensive experience working with CRM systems, data analytics, and customer engagement strategies.
  • Demonstrated success in driving customer retention and revenue growth through strategic initiatives.
This role requires a proactive and innovative leader with the ability to create and execute strategies that enhance customer/student satisfaction, improve retention, and drive business growth. The Head of CRM will be a key player in shaping the organization's future success through exceptional customer relationship management.

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