Customer Experience Manager

Genuine is the way.

At SARA Group, authenticity is at the heart of everything we do. We believe in staying true to our values, fostering open collaboration, and continuously pushing ourselves to reach new heights. By being our genuine selves, we create a culture where ideas flow, connections deepen, and great results follow. If youre ready to bring your creative energy and marketing expertise to a place that values authenticity, then this opportunity is for you.

We’re looking for a Customer Experience Manager to lead the creation of our customer experience function from the ground up. This is a rare opportunity to architect the systems, processes, and insights that will shape how we connect with our customers across both retail and B2B channels. You’ll work closely with Sales, Marketing, and Retail teams to centralize customer data, uncover valuable insights, and enable action plans that drive engagement, loyalty, and growth.

What You’ll Do:

· Build the Foundation: Select and implement the right CRM platform, ensuring it integrates seamlessly with our retail and B2B operations.

· Connect the Dots: Map and unify customer touchpoints across Sales, Retail, Projects, and Marketing to create a single source of truth.

· Turn Data into Decisions: Consolidate and analyse customer insights, providing clear reports and recommendations for business stakeholders.

· Enable the Teams: Partner with Sales and Marketing to transform insights into targeted, impactful initiatives that improve customer engagement and retention.

· Manage the Function: Lead a small team to handle day-to-day CRM operations, data accuracy, and customer follow-up.

· Lay the Groundwork for Loyalty: Prepare the business for future loyalty programs, VIP customer management, and proactive engagement campaigns.

What You’ll Bring:

· CRM Implementation Skills:Hands-on experience selecting and deploying CRM tools, with the ability to integrate them into existing workflows.

· Analytical Mindset:Strong ability to translate customer data into actionable strategies.

· Process-Driven Thinking: A knack for building systems and workflows from scratch, with scalability in mind.

· Cross-Functional Collaboration: Comfort working with multiple teams to align goals and processes.

· Problem-Solving Attitude:Resourcefulness and initiative in a fast-paced environment.

What Were Looking For:

· Bachelor’s degree in marketing, Business Administration, or a related field.

· More than 5 years of experience in customer experience, CRM, or customer insights — ideally in retail, B2B, or consumer goods.

· Demonstrated experience implementing a CRM system from scratch.

· Zero Ego Confidence: Demonstration of self-confidence in decision-making and opinions under challenging circumstances, aligned with ethics, values, and SARA’s strategic interests

· Customer Focus: A deep commitment to understanding customer needs and improving their journey at every stage.

· Business Acumen: The capacity to perform with insight, acuteness, and intelligence in SARA’s industries, while applying sound commercial principles across all areas of responsibility.

· Operational Focus: Thoroughness in completing tasks with attention to detail, while efficiently organizing time and resources.

· Agility: Openness to change, adaptability in shifting priorities, and support for implementing new approaches to meet SARA’s evolving needs.

· Communication Skills: The ability to clearly share ideas and information with diverse audiences, while building understanding, influencing perspectives, and securing agreement through effective negotiation.

· Strategic Thinking: Linking long-term vision to daily work, seeing the big picture, and taking informed risks based on external factors shaping SARA’s direction.

Why Join Us?

At SARA Group, you’ll be part of a genuine team where creativity meets collaboration. You’ll have the chance to make a real impact on our brand, working in an environment that encourages bold ideas and celebrates success.

Apply today and let’s create something extraordinary together!