Head of CRM

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About the Role

The Company is seeking an experienced and strategic Head of Customer Relationship Management (CRM) to lead and drive its client engagement strategy across the business.

This senior leadership role is responsible for the overall strategy, governance, and performance of the CRM function, ensuring exceptional customer experiences while protecting revenue, improving cash flow, and supporting long-term client retention.

The successful candidate will provide leadership to client-facing teams, establish best practices, and ensure seamless collaboration between commercial, operational, technical, and financial departments.

Key Responsibilities

CRM Strategy & Governance

• Develop and implement the Company's CRM strategy and operating model.
• Establish clear processes, role definitions, handover procedures, and escalation pathways.
• Ensure CRM activities align with commercial objectives, operational capabilities, and governance standards.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Leadership & Team Management

• Lead and manage the Key Account CRM and Technical CRM functions.
• Build, mentor, and develop a high-performing client relationship management team.
• Foster a culture of accountability, professionalism, responsiveness, and service excellence.
• Set performance expectations and ensure alignment with business objectives.

Key Account Management

• Oversee relationships with the Company's strategic and high-value customers.
• Ensure effective coordination and resolution of complex customer matters.
• Monitor customer satisfaction, retention risks, and account growth opportunities.
• Provide senior-level oversight for escalated client engagements.

Debtor Management & Commercial Coordination

• Partner closely with Finance and Commercial teams to support debtor management initiatives.
• Ensure professional and structured follow-up on outstanding customer accounts.
• Monitor debtor risk and maintain visibility of collection progress and escalation status.
• Contribute to revenue protection and improved cash flow management.

Operational & Technical Coordination

• Facilitate collaboration between CRM, Operations, Engineering, and Maintenance teams.
• Ensure customers receive timely and accurate communication regarding deployments, maintenance activities, outages, and remedial work.
• Implement structured communication channels to avoid inconsistent or ad hoc client engagement.

CRM Systems & Reporting

• Champion the effective use of CRM systems across all customer-facing functions.
• Maintain high standards of data integrity, reporting accuracy, and interaction tracking.
• Produce regular management reports highlighting customer status, risks, trends, and performance metrics.
• Ensure pipeline hygiene and visibility across the customer lifecycle.

Risk Management & Continuous Improvement

• Identify and proactively manage customer-related risks, including revenue concentration and service delivery challenges.
• Continuously review and optimise CRM processes and customer engagement strategies.
• Act as the escalation point for complex or high-risk client matters.

Minimum Requirements

• Relevant qualification in Business, Commerce, Sales, Operations, or a related discipline.
• Minimum 8–10 years' experience in Customer Relationship Management, Key Account Management, or Commercial Leadership roles.
• Demonstrated experience leading and developing high-performing client-facing teams.
• Proven track record managing strategic customer relationships within complex operational environments.
• Experience in infrastructure, energy, engineering, or other asset-intensive industries will be highly advantageous.

Key Skills & Competencies

• Strong leadership and people management skills.
• Excellent stakeholder management and relationship-building abilities.
• High level of commercial and financial acumen, particularly in revenue protection and debtor management.
• Ability to balance customer advocacy with governance and operational requirements.
• Excellent communication, negotiation, and conflict resolution skills.
• Strong analytical thinking and problem-solving capability.
• Experience implementing and managing CRM systems and customer engagement frameworks.
• Results-driven with exceptional organisational and strategic planning skills.

What We Offer

• Opportunity to lead a critical business function within a growing organisation.
• Exposure to strategic customers and executive leadership.
• A collaborative and high-performance working environment.
• Opportunities for professional growth and career advancement.

If you are a commercially minded leader with a passion for customer excellence and building long-term client relationships, we encourage you to apply.