Customer Relationship Manager

Customer Relationship Manager

Primary Role Purpose:

  • Achieve financial targets
  • Management of Customer Relationship Management & Sales
  • Sales & Marketing
  • Customer Relationship Management
  • Customer Service
  • Management Reporting


Key Responsibilities & Accountabilities:

  • Coaching of Customer Relationship Administrators
    • Coaching team members
    • Holding team meetings
    • Identifying personal training & development needs
    • Carrying out performance development reviews with the MD
  • Sales & Marketing
    • Working with the MD to set and achieve targets
    • Generating call lists for follow up calls and booking appointments
    • Design of Emails
    • Identifying testimonials for campaigns as and when required
    • Managing campaigns (target by area, sector, sales lost, archive sutomers etc)
    • Managing team to meet sales targets
  • Customer Relationship Management
    • Expectation setting
    • Driving & managing new sales from repeat business via follow up calls to existing customers (and lost business)
    • Call on completion calls and/or email
    • Manage and grow key accounts
  • Customer Service
    • Managing customer service satisfaction levels
    • Identifying testimonials from client feedback
    • Managing customer complaints
  • Management Reporting
    • Providing weekly statistics on customer retention, quotes outstanding, new appointments, pipeline etc
    • Holding weekly sales meetings and providing weekly sales figure update to MD
  • Any Other Reasonable Duties
    • Identifying areas of development including new processes and business opportunities

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