Senior Level Call Centre & CRM Manager

Senior Call Centre & CRM Manager

Customer Experience | CRM Strategy | Commercial Operations

Lead Customer Experience. Drive Commercial Performance. Shape Customer Loyalty.

Our client is a highly respected, market-leading organisation supplying premium products and solutions to the hospitality, foodservice and retail sectors. As the business continues its growth trajectory, an outstanding career opportunity has become available for an experienced and commercially astute Senior Call Centre & CRM Manager to lead and transform its Customer Contact Centre and Customer Relationship Management (CRM) function.

This is a strategic leadership position suited to an accomplished customer experience professional who combines operational excellence with strong commercial insight. The successful candidate will be responsible for optimising customer service operations, enhancing customer retention, improving CRM performance and leading a high-performing customer service and telesales team.

If you are passionate about delivering exceptional customer experiences, developing high-performing teams and leveraging CRM data to drive business growth, this opportunity offers the platform to make a significant impact.

The Opportunity

Reporting directly to senior executive leadership, you will provide strategic and operational leadership across all customer service channels while ensuring world-class customer engagement and continuous improvement across the entire customer journey.

You will play a critical role in strengthening customer relationships, improving service delivery, supporting sales growth and implementing customer-centric initiatives that enhance long-term loyalty.

Key Responsibilities

Customer Contact Centre Leadership

• Lead, inspire and develop a high-performing Customer Contact Centre team.

• Drive a customer-first culture across every customer interaction.

• Oversee inbound customer enquiries, complaints and product support.

• Manage outbound customer engagement and retention initiatives.

• Monitor service delivery against agreed Service Level Agreements (SLAs).

• Ensure exceptional service across telephone, email and digital communication channels.

• Develop and implement customer service policies and operational procedures.

• Resolve complex customer escalations professionally and efficiently.

• Optimise workforce planning, scheduling and daily operational performance.

CRM Strategy & Customer Relationship Management

• Lead and optimise the company's CRM platform.

• Develop customer segmentation and lifecycle management strategies.

• Improve customer retention, engagement and loyalty programmes.

• Maintain exceptional CRM data integrity and reporting accuracy.

• Analyse customer purchasing behaviour and trends.

• Identify opportunities for cross-selling and upselling initiatives.

• Drive CRM adoption throughout the commercial business.

• Produce meaningful customer insights that support strategic decision-making.

Commercial & Sales Support

• Partner closely with the Sales team to strengthen customer relationships.

• Improve customer response times and overall service levels.

• Support lead management and customer pipeline administration.

• Identify at-risk customer accounts and implement retention strategies.

• Coordinate customer follow-up programmes and promotional campaigns.

• Enhance customer lifetime value through proactive relationship management.

Customer Order & Service Operations

• Oversee customer order processing and account administration.

• Ensure order accuracy and timely fulfilment.

• Coordinate closely with Logistics, Warehouse and Supply Chain teams.

• Resolve delivery and customer account issues efficiently.

• Improve end-to-end order fulfilment processes.

• Manage returns, customer claims and service recovery initiatives.

Leadership & People Development

• Recruit, mentor and develop customer service professionals.

• Conduct performance reviews and ongoing coaching.

• Develop training programmes and succession plans.

• Monitor departmental KPIs and individual performance metrics.

• Foster collaboration, accountability and continuous improvement.

• Build an engaged, motivated and customer-focused team culture.

Performance Management & Continuous Improvement

• Analyse customer service performance and operational trends.

• Monitor KPIs including customer satisfaction, response times and service delivery.

• Produce meaningful management reports and customer insights.

• Identify workflow inefficiencies and implement process improvements.

• Introduce automation and best-practice customer service methodologies.

• Drive productivity improvements while enhancing the overall customer experience.

Minimum Requirements

Qualifications

• Diploma or Degree in Business Management, Commerce, Marketing, Customer Service or a related discipline.

• CRM Certification will be advantageous.

• Contact Centre Management qualification would be beneficial.

Experience

• Minimum of five years' experience managing a Customer Contact Centre or Customer Service operation.

• Proven experience leading medium to large customer service teams.

• Demonstrated success managing CRM platforms and customer engagement strategies.

• Strong experience improving customer satisfaction, operational efficiency and team performance.

• Experience within FMCG, manufacturing, wholesale distribution, hospitality supply, foodservice or retail environments will be highly advantageous.

Technical Skills

Experience with one or more of the following:

• Salesforce

• Microsoft Dynamics

• HubSpot

• Zoho CRM

• ERP systems

• Advanced Microsoft Excel

• Customer Service Platforms

• Contact Centre Technologies

• Reporting Dashboards

• Power BI (advantageous)

• Data Analytics and Customer Journey Mapping

Key Competencies

The successful candidate will demonstrate:

• Customer Experience (CX) Leadership

• CRM Strategy & Customer Relationship Management

• Contact Centre Operations Management

• Commercial & Business Acumen

• Strategic Thinking

• Operational Planning

• Leadership & Team Development

• Coaching & Performance Management

• Stakeholder Relationship Management

• Process Improvement

• Analytical & Data-Driven Decision Making

• Problem Solving

• Communication & Influencing Skills

• Emotional Intelligence

• Change Management

• Continuous Improvement Mindset

Remuneration & Benefits

Our client offers an attractive remuneration package including:

• Highly competitive, market-related salary (negotiable based on experience)

• Company-funded Life Cover

• Income Continuation Benefits

• Funeral Cover

• Excellent long-term career growth opportunities

• Exposure to an innovative, market-leading organisation

• Collaborative, high-performance working environment

• Opportunity to influence customer experience strategy at a senior leadership level

Why Apply?

This is an exceptional opportunity for an experienced Customer Experience and CRM professional to join an established organisation renowned for innovation, customer excellence and premium product solutions.

If you have a passion for customer service leadership, operational excellence and developing customer-centric strategies that drive commercial success, we would welcome your application.

Applications are invited from suitably qualified candidates who meet the above requirements.

Attention: Butch Mollett

Email:[email protected]