Customer Relationship Manager

Forward Role
08 Feb 2017
08 Mar 2017
Contract Type
Full Time

Customer Relationship Manager

As the guardian of our client's customer relationships, you will be responsible for coordinating and overseeing an effortless end-to-end experience.

From the moment a customer gets in touch, right until they leave our client, youll ensure they have the support they need from across the business to thrive. A new role, you will use hands-on delivery and experimentation to help shape and embed a relationship management approach to work across a 2,500+ B2B customer base.

Key responsibilities are:

Work with the Head of Customer Experience to design a relationship management process fit for our client and its customers - in line with the Customer Experience Strategy
Hands-on management of the customers journey with us, overseeing key processes including lease negotiation and fit-out delivery, to ensure timescales and expectations are met
Ensure that sales agreements are translated through the rest of the customers journey with us, ensuring all systems are updated to reflect them
Proactively support the customer through the moving process by preparing and prompting them at key milestones, and in particular ensuring a smooth handover and settling in period into the building
Continuously monitor and identify opportunities for improvement of the customer experience (and our processes) and feed this information back to the Head of Customer Experience and Business Improvement Specialist, and other teams where appropriate
Manage key customer relationships (deciding and adopting the account management strategy most suitable for each customer) and conduct regular account reviews, reporting to key stakeholders within the business
Coordinate the seamless involvement of key internal experts to advise and work with the customer at relevant points within their journey - ensuring the customer is clear on who is doing what and is kept updated at all times
Capture customer insight centrally, at all key interactions, so we always have a high quality up-to-date view of all customers and their unique needs
Proactively work with teams across the business to use customer insight to have higher quality interactions with our customers
Attend event meetings to agree the strategy for managing each lease event for each customer
Be the voice of the customer within our business, formally and informally, so we never lose sight of whats important to them

Who we are looking for:

An experienced, hands-on relationship manager with a strong service and quality ethos
Able to build meaningful relationships at a very senior level
Able to connect with and influence multiple internal stakeholders
A highly organised person able to coordinate a complex customer journey with multiple delivery partners
Previous use of a CRM system highly desirable, knowledge of Salesforce an advantage
A curious and insightful person who can spot opportunities for customers and our client
A positive, proactive individual who is equally happy presenting to Board as they are rolling their sleeves up to get stuff done

As the North West's leading Marketing, Analytics, Digital and Creative recruitment agency, we are continually receiving new assignments to work on so keep a close eye on our website, Facebook, Linkedin and Twitter pages for a full list of current opportunities as well as market place news and fun stuff.

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