Customer Relationship Manager at Alan & Grant

Job Description

•  Resolving customer complaints quickly and efficiently
•  Keeping customers updated on the latest products in order to increase sales
•  Coordinating the entire customer support team in line with the organization’s objective
•  Expanding the customer base by up-selling and cross-selling
•  Understanding key customer individual needs and addressing these
•  Conducting business reviews using CRM programs
•  Knowing your competition and strategizing accordingly
•  Creating and implementing effective customer service procedures, policies and standards
•  Implementing an effective customer loyalty program
•  Assessing service statistics and preparing detailed reports and recommendations to achieving organizational goals
•  Any other delegated responsibilities

Requirements

• Identify improvement opportunities and develop innovative CX strategies to increase customer satisfaction, loyalty and retention to meet their expectations
• Ability to collect customer data from different sources to analyze and convert data into insights to identify opportunities
• Ability to build and maintain relationships with external stakeholders and internal cross-functional team members
• Minimum of 2 years’ experience in Customer Service Lead role
• Certification in customer service/experience;
• Experience in sales & marketing