Customer Engagement and CRM (call center) Manager

About the role

The Customer Engagement & CRM Manager will transform myAgro's call centre into a strategic unit that drives farmer acquisition, retention, financial planning and digital adoption across our Core and Poultry programmes.

Key responsibilities

• Lead the Customer Engagement & CRM department, overseeing ~80 agents and 5 supervisors.
• Design and execute engagement strategies for the full farmer lifecycle, from onboarding to re‑activation.
• Manage inbound and outbound call‑centre operations for current and future programmes.
• Build a high‑performing team through recruitment, coaching, performance management and continuous improvement.
• Develop and monitor KPIs, dashboards and SLAs to boost efficiency and customer experience.
• Collaborate with Product, Engineering and IT to optimise CRM tools, Kiamo, automation and digital journeys.
• Translate farmer insights into actionable recommendations for product and process enhancements.
• Oversee outsourced service providers, ensuring contractual performance and compliance.

Required profile

• Bachelor's degree in Business Administration, Marketing, Operations Management or related field (Master's a plus).
• Minimum 5 years experience in customer service, CRM or contact‑centre operations.
• At least 5 years managing large, customer‑facing teams, including supervisors.
• Proven track record managing both inbound and outbound contact‑centre activities.
• Experience with CRM platforms and contact‑centre technologies (Kiamo, Genesys, Avaya, Salesforce or equivalents).
• Strong data‑driven decision‑making using operational dashboards.
• Experience managing outsourced contact‑centre providers is an asset.

Required skills

• Kiamo
• Genesys
• Avaya
• Salesforce

What we offer

• Health insurance
• Approximately 4 weeks of paid leave