Client Relationship Manager

We are looking for a friendly and customer service-oriented client relationship manager to foster positive relationships with clients by receiving and analyzing feedback to make our services more enjoyable. Client relationship managers are also responsible for handling complaints and ensuring that these complaints are directed to the appropriate department to implement change.

To ensure success as a customer experience manager, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience manager will be someone whose expertise results in excellent customer relationship management and a positive brand image.

Client Relationship Manager Responsibilities:

• Customer Needs/Experience Research | Provide thought leadership, customer research strategy, and oversight for best practice methods and tools that enable strategic insight into customer segments, trends, needs, and expectations.
• Manage to develop effective communication lines with business teams and lead meetings/ discussions towards decision making based on the data and insights available to improve the customer experience.
• Design & Improve the customer experience | Begins with understanding each customer and their specific need. Then set a clear vision so that the entire process is transparent for the client and they know what to expect and build strong relationships with clients that are fostered by gathering customer feedback in real time.
• Increase customer satisfaction, loyalty, and advocacy | Customer Experience Managers believe that every touchpoint with your organization’s customers is a chance to make their experience remarkable. In turn, customers will not only remain loyal to the organization but refer others to the business.
• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Coordinating with different departments – After sales, supply chain, HR, retail, finance, technology, the required changes to meet project objectives.
• Implementing an effective customer loyalty program.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Collect client feedback about their experience.
• Understand customer needs and develop plans to address them.
• Develop relationships with clients and key personnel.
• Forward upselling and cross-selling opportunities to the sales team.
• Promote high-quality sales, supply and customer service processes.
• Elevate complaints and feedback to the relevant departments.
• Keeping informed of industry trends and new CRM technologies.
• Meet with clients to establish their needs.
• Approach potential customers to establish relationships.
• Gain solid knowledge of competitors.