Head of CRM (Customer Relations Collections)

About the role

The Head of CRM will lead Collections and Customer Relations, integrating service excellence with effective debt recovery to protect financial health while boosting customer loyalty.

Key responsibilities

• Develop and oversee strategies for customer relations and collections aligned with organisational goals.
• Manage and optimise customer interactions to enhance satisfaction, retention and revenue.
• Lead the collections department, applying best practices in debt recovery while maintaining a positive customer experience.
• Analyse and report CRM metrics, customer feedback and collections performance to senior leadership.
• Drive digital transformation initiatives within CRM and collections, leveraging technology to improve processes.
• Foster a culture of continuous improvement and innovation.
• Establish and maintain relationships with key stakeholders, including customers, partners and regulators.
• Ensure compliance with legal and regulatory requirements related to collections and customer relations.
• Mentor and develop a high‑performing CRM team, setting clear objectives and providing regular feedback.

Required profile

• Bachelor’s degree in Business Administration, Finance or related field; Master’s degree preferred.
• Minimum 15 years of experience in customer relationship management, with at least 7 years in senior management involving collections.
• Proven track record of improving CRM processes and collections strategies in high‑volume environments.
• Strong leadership and people‑management skills.
• Excellent communication, negotiation and conflict‑resolution abilities.
• Deep understanding of CRM systems, analytics tools and digital technologies.
• Strategic thinker with strong analytical and problem‑solving capabilities.
• High ethical standards and professionalism, focused on maintaining customer trust.

What we offer

• Senior leadership role in a dynamic organisation.
• Competitive salary with performance‑based bonuses and partnership opportunities.
• Professional development and growth prospects.
• Collaborative work environment that values innovation.