HOD CRM

Role Purpose

As the Head of Department (Commerce) at Leroy Merlin, you will take the lead in shaping and driving the department’s commercial strategy while delivering outstanding merchandising standards and a truly customer-centric culture. You will inspire and guide your team to optimise product offerings, ensure smooth and efficient operations, and create exceptional customer experiences.

Key Responsibilities

• Lead, organise, and manage the department to ensure excellent customer relationships and high store standards

• Drive team engagement, development, and performance through coaching and continuous feedback

• Empower team members to take initiative and foster a culture of ownership and continuous learning

• Build and maintain strong relationships with key customers, including organising client engagement initiatives

• Gather and analyse customer feedback to identify opportunities for improvement and innovation

• Collaborate with sales teams to introduce new services and enhance overall performance

• Ensure service offerings are clearly defined, visible, and consistently delivered across all channels

• Implement targeted actions to strengthen customer engagement and loyalty

• Ensure efficient, accurate, and reliable checkout and payment processes

• Conduct regular audits and implement action plans to drive continuous improvement

• Optimise resource allocation and proactively manage operational risks

• Lead cross-functional collaboration to improve customer experience and operational performance

• Implement and maintain safety protocols, conducting regular risk assessments

• Promote a safe and secure environment for both customers and employees

• Ensure compliance with internal controls, including stock management and loss prevention procedures

• Support adherence to all company policies and regulatory requirements

Qualification and Experience

• Grade 12 or NQF Level 4 qualification (minimum requirement)

• A tertiary qualification in Retail Management or a related field will be advantageous

• Proven experience in a customer-focused leadership role, preferably within retail or a similar environment

• Strong analytical and decision-making capabilities, with the ability to interpret data and drive continuous improvement