Customer Relationship Manager Reporting to: Assistant General Manager, Operations
Coordinates: Customer Service teams.
Job Overview:
The Customer Relationship Manager will effectively and efficiently coordinate the customer service function by partnering with the Operations Division and other internal teams to build and sustain a customer service excellence culture within the business in order to differentiate the company brand on the basis of service excellence and to enhance business growth and retention.
Main Responsibilities
Service Excellence
Partners with departmental teams to develop and implement strategies, programs and initiatives that deliver customer delight at all service delivery points.In liaison with departmental teams to continuously reviews and improves customer retention and customer experience initiatives to improve overall customer delight index for the Company.Assesses customer needs and collaborates with the relevant departments to implement solutions and initiatives that meet and exceed customer expectations. Regularly receives data from the business on lost accounts stating reasons for lapsation and in partnership with the departments, develops necessary measures to redeem lost accounts. Collaborates with the business to continuously analyse customers’ needs and to develop products and services that address these needs.Collaborates with the business to initiate and sustain a customer loyalty recognition programme to enhance business retention.Serves as customer advocate, accountable for escalation and proper customer positioning on all issues pertaining to customer satisfaction with the authority of representation across organizational and departmental boundaries.Liaises with retail business to develop and implement appropriate retention best practices and strategies for the high value customer segment.Investigates and solves customer problems and complaints, which may be complex or long- standing problems that have been passed on by customer service staff.Receives and maintains a record of all complaints made to the company whether in writing, person or by way of telephoneIn liaison with the departments, responds to all complaints in accordance with the company’s Complaints Handling Policy.
Customer Relationship ManagementCollaborates with ICT to implement an appropriate Customer Relationship Management system to improve service delivery through technology.Builds and sustains a process of constant customer engagement to enhance customer loyalty.Initiates and sustains the process of availing a range of customer access channels to enable customers to access our services in ways that suit their specific circumstances.Organizes and implements initiatives geared towards improving client relations through, but not limited to:
Client satisfaction surveys;Client product awareness sessions;Target based incentive programmesEnsures the priorities and needs of customers are understood and included in organization-wide initiatives.
Liaises with the Communications department to ensure that electronic statements, policy contracts and marketing material are availed to customers through the company website and e-mail.Develops and implements, in conjunction with the relevant operating departments, strategies to enhance client relationships including regular client visits, open days, cocktails, luncheons, product awareness workshops, golf tournaments etc.In conjunction with Head of Research, carries out market research and gathers related information needed to drive growth and improve processes.Researches and maintains knowledge to ensure up to date appreciation of all applicable regulatory requirements and compliance policies and adheres to all such standards, both legal and regulatory to avoid exposing the business to undue risk.Maintains an updated databank on feedback from clients about service delivery and products.Develops and implements appropriate mechanisms for sharing feedback from customers with internal teams and carries out aggressive and consistent follow up to ensure identified gaps are addressed on a timely basis.Serves as repository for all client feedback flowing in through the company website; ensures timely response to all such messages and follows up to address outstanding issues.In collaboration with HR, develops, implements and coordinates training on customer service excellence across the company.Ensures that all customer service employees are well trained and understand the rules, ethics and expectations that apply to their jobs.A degree in a business or marketing field from a reputable university. Extensive experience and demonstrated success in customer relationship management preferably from the financial sector.Strong analytical, interpersonal, presentation, communication and negotiation skills.A track record of successfully meeting targets.Self-starter with experience and desire to acquire new business.Must be self-driven, energetic, resourceful, creative, and possess strong leadership skills.Ability to project a strong, positive image of him/herself and the Company.Excellent organizational skills and ability to manage multiple tasks across multiple sites and multiple systems.Strong leadership and management ability to inspire and coach employees to accomplish strategic goals and related tasks.Good reporting and analytical skills with ability to articulate complex issues and simplify them to facilitate decision making.Strong interpersonal skills with the ability to manage internal and external relationships towards SLA compliance.Significant experience in delivering high quality client portfolio managementExcellent technical competencies such as profit orientation and business awareness with a client focus and relationship-orientated. A need to understand the importance of client relationships is paramount to the success of this candidate, knowing the importance of communication and our desire to closely engage and guide our clients is essential.
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