Overview
Customer Experience & CRM Manager Jobs in Midrand at 5th Avenue Fashion
Job Summary
We are a growing South African multi-brand retail group — operating The San Hair (hair & beauty, 17 locations) and 5th Ave Fashion (clothing, 5 locations). We’re looking for a hands-on CX & CRM Manager to own our Zendesk environment, manage our Euphoria call centre, and — critically — drive sales conversion across all customer touchpoints.
Key Duties & Responsibilitie
- Full Zendesk implementation and ongoing administration across both brands
Who We’re Looking For
- Proven Zendesk experience — Support, Sell, Messaging, Explore (retail or e-commerce preferred)
- Hands-on VoIP/PBX administration — Euphoria Telecom experience a strong advantage
- Experience building sales pipelines and lead conversion workflows — not just support desks
- Comfortable with Zendesk–telephony CTI integration (screen-pop, auto-ticket creation, call logging)
- Strong communicator who can train non-technical retail staff simply and effectively
- Shopify and/or YOCO integration experience advantageous
- Sales conversion pipelines — turning inbound enquiries into closed sales via structured follow-up workflows
- Euphoria PBX call centre — IVR design, agent management, queue optimisation, and Zendesk CTI integration
- Omnichannel integration — WhatsApp, email, Instagram DM, Facebook Messenger, and telephony unified in one platform
- Outbound lead follow-up sequences — automated and agent-driven, with click-to-dial from the CRM
- Management reporting — conversion rates, call centre performance, and CSAT by store and channel
- Staff training and adoption across store teams in Gauteng and KwaZulu-Natal
What We Offer
- Basic SalaryR24,000 – R27,000 / month CTC
- Performance Bonus,Up to R12,000 / month paid monthly in arrears
- R8,000Sales conversion rate ≥ 25% (pro-rata for partial achievement)
- R2,000Call centre performance — answer rate, missed calls, outbound SLA
- R2,000System & team — resolution rate, staff adoption, CSAT
- Total Potential Up to R39,000 / month at full performance
- Location On-site, Midrand, Gauteng
How to Apply
- Your CV or profile
- A brief overview of a Zendesk or call centre implementation you have delivered — include the sales or conversion outcomes
Send your application to [email protected] before 28 May 2026.
Shortlisted candidates will be contacted for a scoping call.
Job Types: Full-time, Temporary
Work Location: In person
Title: Customer Experience & CRM Manager
Company: 5th Avenue Fashion
Location: Midrand
