CRM and Strategy Support Lead East Rand

Permanent - CRM and Strategy Support Lead - Ekurhuleni (East Rand) - South Africa

Seeking a CRM and Strategy Support Lead who will turn data into decisions. The successful candidate will drive business success by leveraging data visualization and CRM-powered dashboards that deliver actionable insights, enabling smarter, faster, and more informed decision‑making.

• Design and develop data visualization dashboards and reports that provide clear visibility into customer service operational performance across the Southern Africa region.
• Develop dashboards and reports to track service delivery efficiency from order entry to delivery.
• Design and maintain real‑time dashboards and reports that enable proactive tracking of open and overdue customer orders across all locations.
• Develop dashboards and reports that track open RFQs, unprocessed orders, and customer complaints, providing visibility into trends, ageing, and turnaround times.
• Support TTM initiatives by aligning Salesforce CRM reporting and dashboard development with strategic business priorities, enabling visibility into pipeline performance, customer trends, and execution against regional objectives.
• Drive and guide users on Strategic Plans in Salesforce by providing support, tracking progress, and promoting alignment to business priorities.
• Partner with all CC Business Lines and neighbouring countries to support the execution of strategic plans, and lead regular progress review sessions to ensure alignment, accountability, and delivery cross‑divisionally.
• Design, develop and maintain Salesforce CRM dashboards and reports to deliver insights on user adoption, pipeline management, compliance, and broader CRM usage across the Southern Africa Customer Centres.
• Design and maintain dashboards in alignment with global CRM guidelines and best‑practice recommendations.
• Support and coordinate Salesforce training for new users and provide refresher training for existing users.
• Provide support to end users by assisting with requests and delivering training on new and existing Salesforce functionality.
• Work in close collaboration with the Regional Customer Care Manager to support initiatives that enhance customer satisfaction across the Southern Africa region.
• Proactively monitor and adopt emerging technologies and best practices in data science, data analytics, and artificial intelligence.

• Relevant qualification in Business Information Systems, Data Science, Data Analytics, Business Intelligence, Information Technology, or a related field.
• Expert knowledge of data analysis and analytics tools (e.g. Power BI, Tableau, Qlik View) with 5+ years of experience.
• Strong knowledge and experience in developing dashboards and reports using digital tools.
• Solid understanding of Salesforce CRM systems.
• High level of computer literacy with advanced expertise in Microsoft Excel.
• Strong proficiency in reading, writing, and speaking English.