Do you want to grow in an environment where empowerment, innovation, sharing, and teamwork are keys to shared success? Are you curious and passionate? Do you like people?
Leroy Merlin is a division of the Adeo Group, based in France, which has over 90000 employees across 13 countries. Leroy Merlin is the leading retailer in the DIY and home improvement sector in France, Italy, Spain…. Leroy Merlin is a company with strong core values putting each individual at the heart of its priorities. In the interest of helping employees play an active part in the life and growth of the company, Leroy Merlin believes in the philosophy of sharing – sharing knowledge, power, value and profits.
Leroy Merlin is starting a new Business Unit in South Africa. A new country, new adventure and new opportunities…With the sole ambition of being homeowners’ partner in Home Improvement. Leroy Merlin will endeavour to respond to customer needs through innovative products.
In order to support the launch of this new company, we are looking for a Customer Relationship Manager based in Johannesburg.
Purpose of the role
To manage service process of the store, to ensure that the customers have an exceptional experience to ensure growth in sales as well as loyal customers.
As a member of the management committee in the store, a Customer Relationship Manager will have the following responsibilities:
Participate in the development and implementation of the business strategy
Lead a steering committee to drive and promote various services
Lead the team according to business values, culture and policies
Develop department objectives
Ensure that the KPIs of the department are met within budget and time frames
Track and monitor service levels
Deal with customer feedback ‘’voice of customer’’
Manage relations with different stakeholders – Store Manager, Sales, Marketing, etc
Manage store events
Manage social community both online and offlinessz
Optimization of quality and services offered to customers
Ensure the speed and the reliability of the service desks
Ensure compliance with all internal control procedures
Ensure all processes enhance the quality of service offered to customers
Develop the various services of the store: welcome point, financial service, loyalty card, etc
Ensure exceptional relationship with our customers
The successful candidate should have the following qualifications, skills, experience and attributes:
Proven experience in customer service industry at a managerial level
Solid understanding of the local market operations
Retail or hospitality experience an added advantage
Ability to work under pressure, in a stressful and fast paced environment
Solid knowledge of business offering and processes
Flexibility - Ability to deal with change
Strong relationship management skills
Conflict management skills
Ability to remain objective and rational when faced with conflicting situations
Exceptional communication skills at all levels– speak, listen, read and write
Ability to make decisions timeously
Problem solving skills
Strategic, logical and analytical thinking
Ability to lead and influence
Self-confident, hardworking and lives by example
Team player who is also comfortable in working as an individual