Job Description

Customer Relations ManagerThe Customer Relations Manager is responsible for managing and resolving critical client issues, ensuring customer satisfaction, and enhancing the overall client experience.
This role involves proactive engagement with clients, developing and implementing retention strategies, overseeing the onboarding process, and collaborating with internal teams to improve service delivery.
The manager acts as a client advocate within the company, representing their needs and concerns in internal meetings and strategic planning sessionsJob description (Details of the position i.e. duties):Client Engagement:
xe2x97x8f Act as the primary point of contact for escalated clients, maintaining open and effective communication.
xe2x97x8f Understand client concerns and address them promptly, ensuring clients feel heard and valued.Project Management:
xe2x97x8f Oversee the resolution of escalated issues from initiation to completion.
xe2x97x8f Coordinate with various departments to ensure all necessary resources are allocated for resolving the clientxe2x80x99s issues.
xe2x97x8f Delegate tasks to team members and ensure clear instructions and deadlines.Process Development:
xe2x97x8f Develop and implement standard operating procedures (SOPs) for managing client escalations.
xe2x97x8f Set up norms and best practices to streamline the escalation process and improve response times.
xe2x97x8f Continuously review and refine processes to enhance efficiency and effectiveness.Collaboration:
xe2x97x8f Work closely with the Customer Services and New Business Development teams to understand the nature of escalations and develop preventative measures.
xe2x97x8f Collaborate with internal stakeholders to ensure a holistic approach to problem-solving.Customer Satisfaction:
xe2x97x8f Monitor client satisfaction levels and work proactively to improve them.
xe2x97x8f Gather feedback from clients to identify areas for improvement and ensure their concerns are addressed.
xe2x97x8f Follow up with clients post-resolution to ensure they are satisfied with the outcome.Client Onboarding:
xe2x97x8f Checks in on the onboarding process for new clients to ensure a smooth transition and setup.Customer Feedback Analysis:
xe2x97x8f Collect and analyse feedback from clients to identify common issues and areas for improvement.
xe2x97x8f Develop action plans based on feedback to enhance product features and service quality.Retention Strategies:
xe2x97x8f Develop and implement strategies to improve client retention and reduce churn.
xe2x97x8f Identify at-risk clients and proactively engage with them to address their concerns.Account Management:
xe2x97x8f Maintain regular communication with key accounts to understand their evolving needs.
xe2x97x8f Offer tailored solutions and upsell opportunities that align with client goals.Service Improvement:
xe2x97x8f Collaborate with the product and development teams to address recurring issues and improve service delivery.
xe2x97x8f Participate in product development discussions to ensure client needs are considered.Reporting and Documentation:
xe2x97x8f Create detailed reports on escalation cases, resolution timelines, and outcomes.
xe2x97x8f Document best practices and create knowledge base articles to support the broader team.Training and Development:
xe2x97x8f Provide ongoing training and development for the Customer Services team on handling escalations and client interactions.
xe2x97x8f Stay updated with industry trends and best practices to continuously improve client service processes.Client Advocacy:
xe2x97x8f Act as an advocate for clients within the company, ensuring their needs and concerns are heard and addressed.
xe2x97x8f Represent the client perspective in internal meetings and strategic planning sessions.Experience, Qualifications and skills:xe2x97x8f Excellent verbal and written communication skills.
xe2x97x8f Strong analytical and problem-solving abilities.
xe2x97x8f Project management experience with the ability to manage multiple tasks simultaneously.
xe2x97x8f Strong organisational skills and attention to detail.
xe2x97x8f Proven experience in a customer-facing role.
xe2x97x8f Ability to remain calm and professional under pressure.
xe2x97x8f Strong interpersonal skills and the ability to work well with cross-functional teams.
xe2x97x8f Ability to influence and motivate others.
xe2x97x8f Familiarity with the companyxe2x80x99s products and services.
xe2x97x8f Ability to quickly learn and understand new systems and technologies.Experience:
xe2x97x8f Previous experience in customer service, account management, or a related field.
xe2x97x8f Experience in handling escalated customer issues and managing client relationships.
xe2x97x8f Experience in developing and implementing processes and SOPs.Education:
xe2x97x8f A bachelorxe2x80x99s degree in Business Administration, Management, or a related field - advantageous

Carlysle Human Capital