Customer Relations Manager

SUMMARY:
Luxury Wine Estate based in the Stellenbosch I Brackenfell area is looking for a CRM Manager to drive user adoption of Salesforce, data integrity, system effectiveness, process alignment across all departments and actionable reporting.
 
The CRM Manager is responsible for the overall management, optimisation, governance and continuous improvement of the company’s Customer Relationship Management platform (Salesforce).

POSITION INFO:
Duties:

Platform Management:

Maintain users, roles, profiles, permission sets, workflows, dashboards, reports, and system settings.
Oversee system updates, enhancements, testing, and releases.
Ensure that the sales and marketing teams are logging all their customer activities on the platform.
Identify opportunities to improve automation, efficiency, visibility, and user experience within Salesforce.
Manage the day-to-day administration, configuration, and optimisation of Salesforce.
Continuously review CRM processes and recommend improvements to support revenue growth, customer retention, service excellence, and operational efficiency.
Lead CRM related projects and enhancements from concept to implementation.
Coordinate with external implementation partners, Salesforce consultants, and developers where required.

Data Quality, Governance and Compliance:

Develop and enforce data governance rules, standards, and controls.
Monitor duplicate records, data capture discipline, data hygiene, and reporting reliability.
Ensure customer data is managed in line with company policies and applicable data privacy requirements.

User Support, Training and Adoption:

Serve as the primary point of contact for Salesforce users.
Develop and deliver training programmes, user guides, SOPs, and onboarding materials.
Support users with system issues, process questions, and best practice guidance.
Monitor user adoption and system utilisation and implement actions to improve uptake and compliance.

Integration and Systems Alignment:

Support the integration of Salesforce with Opera, Monday.com, and WineMs.
Monitor the performance and effectiveness of integrations and data flows.
Work with relevant stakeholders to resolve system interface issues and improve data synchronisation across platforms.

Reporting and Business Insights:

Design and maintain dashboards, reports, and analytics that support management decision making.
Provide regular insights into sales pipelines, customer trends, campaign performance, conversion rates, activity levels, and commercial performance.
Ensure reporting is timely, relevant, accurate, and aligned to agreed commercial KPIs.

Marketing Automation and Campaign Support:

Support the execution of CRM-driven marketing campaigns, including email marketing broadcasts, automated journeys, and customer lifecycle communications.
Partner with the marketing team to develop and implement audience segmentation strategies based on customer data, behaviour, and preferences.
Build, manage, and optimise automated workflows and customer journeys within Salesforce.

Requirements:

Grade 12
A formal qualification
Minimum 3–5 years’ experience in CRM management, Salesforce administration, or a similar role
Salesforce Administrator certification required
Additional Salesforce certifications advantageous
Proven experience in managing Salesforce in a business environment
Experience in report writing, dashboard development, user support, and system optimisation
Experience working across commercial, operational, and technical teams