LEROY MERLIN, more than 400 home improvement stores in 13 countries

Customer Relationship Manager

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?

Join us!

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:

  1. Management
  • 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
  1. 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

Profile

The successful candidate should have the following qualifications, skills, experience and attributes:

    • Relevant degree
    • 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

 

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Leroy Merlin - South Africa, Career