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 on 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, QlikView), with 5+ years’ 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.