Client Relationship Manager

• Develop and implement strategies for engaging with customers, nurturing relationships, and promoting customer loyalty.
• Oversee and manage call centre and CRM staff, ensuring high levels of employee engagement, performance, and professional development.
• Foster a positive and collaborative team environment.
• Ensure the effective utilization of CRM tools to streamline processes and improve overall customer experience.
• Ensuring the CRM staff to maintain regular, transparent, and empathetic communication with customers through various channels.
• Analyze key performance indicators (KPIs) to measure the contact centre performance, customer satisfaction, and team productivity and develop improvement measures where necessary.
• Implement data and KPI-driven strategies to enhance efficiency and customer service.
• Conduct regular quality control and assessments to achieve operational excellence.
• Establish and maintain quality assurance processes to ensure adherence to the internal standard operation procedures and the quality standard of the OEMs.
• Collaborate with marketing and sales teams to assist in an efficient campaign deployment and target marketing.
• Manage and build relationships with the retail customers, ensuring their unique needs are met and their satisfaction is maintained.
• Ensure obtaining precise customer data and enter them in the correct section of the customer database.
• Address and resolve customer concerns and issues in a timely and effective manner, collaborating with relevant teams when necessary.
• Collect and analyse customer feedback and insights to gain a deeper understanding of customer needs and areas for improvement.
• Efficiently and effectively manage the lead journey and related CRM and the contact centre operation to maximise the sales opportunity of the Group companies' services and products.
• Identify opportunities for upselling and cross-selling additional products/services to existing customers, thereby increasing customer value.
• Develop and provide the CRM staff knowledge resources and program to enhance their understanding and knowledge of the internal processes and products/services of the Group companies.
• Develop, consolidate and enhance the customer contact centre’s operational process and maintain them according to the changes in the operational conditions.
• Conduct a customer satisfaction surveys and measurements to gauge customer sentiment and identify areas for improvement.
• Maintain detailed records of customer interactions, preferences, and account history, according to the defined policy and processes, to ensure a personalised and consistent experience.
• Address customer complaints and issues in a professional and satisfactory manner, striving for customer retention.
• Uphold company values throughout business practices and use sound judgment in decision making.

-Work Experience:

• A minimum of 7 to 10 years in related field.
• Proven experience in customer relationship management, call centre management, or related roles.

-Educational Qualification:

• Relevant bachelor’s degree in related field.
• Master degree is an added advantage.