AltGen is looking for a talented and skilled Head of CRM to join a renewable energy company based in Johannesburg. The role will be responsible for the overall strategy, governance, and performance of the Company's Client Relationship Management function. This role owns the end-to-end CRM operating model, ensuring consistent, high-quality customer engagement across commercial, operational, and financial touchpoints.

Responsibilities

CRM Strategy , Structure & Governance:

• Define and own the CRM strategy, operating model, and standards across the business.
• Establish clear role definitions, handover points, and escalation paths within the CRM function.
• Ensure CRM activities align with commercial strategy, operational capacity, and financial controls.

Leadership & Team Management:

• Provide direct leadership to the Key Account CRM and Technical CRM roles.
• Build, mentor, and develop a high-performing CRM team with strong accountability and execution discipline.
• Set expectations for professionalism, responsiveness, and quality of client engagement.

Key Account & Customer Value Oversight:

• Oversee the management of the Company’s most strategic customer relationships.
• Ensure key accounts receive appropriate senior-level attention, coordination, and issue resolution.
• Monitor customer satisfaction, retention risk, and expansion opportunities across the portfolio.

Debt Management & Commercial Coordination:

• Own CRM’s contribution to debtor management in collaboration with the Commercial Manager and Finance.
• Ensure structured, consistent, and professional follow-up on outstanding balances.
• Maintain visibility of debtor risk, escalation status, and customer communication.

Operational & Technical Interface:

• Ensure effective coordination between CRM, Operations, Engineering, and Maintenance functions.
• Oversee client communication related to deployments, maintenance activities, outages, and remedial work.
• Prevent unmanaged or ad-hoc client engagement by enforcing structured communication channels.

CRM Systems, Data & Reporting:

• Ensure disciplined use of CRM systems across all client-facing roles.
• Maintain high standards of data accuracy, pipeline hygiene, and interaction tracking.
• Provide management with clear reporting on client status, risks, and trends.

Risk Management & Continuous Improvement:

• Identify and mitigate customer-related risks, including revenue concentration and service degradation.
• Continuously refine CRM processes to improve efficiency, clarity, and customer experience.
• Act as escalation owner for complex or high-risk client matters.

Requirements:

• Bachelor's degree or Diploma in Business, Commerce, Sales, Operations or related
• Minimum 6-8 years' of experience in CRM or key account management within a renewable energy environment
• Proven experience leading client-facing teams