Customer Engagement and CRM (call center) Manager

Position: Customer Engagement and CRM (call center) Manager

Location: Senegal (Dakar or Thies)

Reports to: Sales Manager

About myAgro:

myAgro is an award-winning non-profit social enterprise based in West Africa. We have developed a mobile savings model that allows farmers to invest their own funds in high-quality seed, fertilizer, and agricultural training to increase their harvest and income by 50-100%. Our North Star is to help 1 million farmers increase their incomes by $1.50 per day and lift themselves out of poverty. Learn more from myAgro's founder and CEO here.

About the Role:

The Customer Engagement & CRM Manager will lead myAgro's Customer Engagement function, transforming the Call Center into a strategic business unit that supports farmer acquisition, retention, financial planning, digital adoption and customer experience across the Core and Poultry programs.

Reporting to the Sales Manager, this role will lead a team of approximately 80 agents and 5 supervisors while working closely with Programs, Product, Engineering, IT and HR to improve farmer outcomes and drive operational excellence.

You Will:

• Lead the Customer Engagement & CRM Department, ensuring the achievement of business objectives related to enrollments, finishers, customer retention and customer satisfaction.
• Develop and execute customer engagement strategies across the entire farmer lifecycle, including onboarding, financial planning, payment follow-up, reactivation and digital adoption.
• Manage inbound and outbound operations supporting the Core, Poultry and future myAgro programs.
• Build a high-performing team through recruitment, coaching, performance management and continuous improvement.
• Develop and monitor operational KPIs, dashboards and Service Level Agreements (SLAs) to improve efficiency and customer experience.
• Partner with Product, Engineering and IT teams to optimize CRM tools, Kiamo, automation and digital customer journeys.
• Translate customer insights into actionable recommendations that improve products, services and operational processes.
• Manage outsourced service providers (if applicable), ensuring contractual performance, quality standards and compliance with myAgro expectations.

You Have:

• Bachelor's degree in Business Administration, Customer Experience, Operations Management, Marketing or a related field (Master's degree is an advantage).
• Minimum 5 years of experience in customer service, CRM, contact center or commercial operations.
• Minimum 5 years of experience managing large customer-facing teams, including supervisors and performance management.
• Proven experience managing both inbound and outbound contact center operations.
• Experience with CRM platforms and contact center technologies (Kiamo, Genesys, Avaya, Salesforce or equivalent).
• Experience using operational dashboards and data to drive decision-making and continuous improvement.
• Experience managing outsourced contact center providers is considered an asset.

Our Benefits:

• Health insurance
• Approximately 4 weeks of paid time off each year
• Retirement plan contributions / match
• Professional development and laptop stipends
• The opportunity to make a difference for farmers every day!

Application Process and Deadline

To apply, submit an application on our website. Include a cover letter (motivation letter) and a resume or CV. Please submit your application and documents in English. Only shortlisted candidates will be contacted by our team.

There is no fixed deadline as we hire on a rolling basis. If someone else is selected while you are interviewing, we will let you know and consider your application for future positions. The interview process includes the application form, short virtual interviews and typically a short written assignment or a visit to the field or one of our offices.

myAgro provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sexual orientation, marital/parental status, national origin, age, disability, political opinion, social status, veteran status, and genetics. myAgro complies with all applicable federal, provincial and local laws governing nondiscrimination in employment.