Job Description

Responsibilities:

• Develop and oversee the implementation of strategies for customer relations and collections, ensuring they align with the organization's overall goals.
• Manage and optimize customer interactions to enhance satisfaction, retention, and revenue generation.
• Lead the collections department, implementing best practices in debt recovery while maintaining a positive customer experience.
• Analyze and report on CRM metrics, customer feedback, and collections performance to the board and stakeholders.
• Drive digital transformation initiatives within the CRM and collections functions, leveraging technology to improve processes and customer interactions.
• Foster a culture of continuous improvement, encouraging innovation and the adoption of new technologies and methods.
• Establish and maintain relationships with key stakeholders, including customers, partners, and regulatory bodies.
• Ensure compliance with legal and regulatory requirements pertaining to collections and customer relations.
• Mentor and develop a high-performing CRM team, setting clear objectives and providing regular feedback.

Qualifications:

• Bachelors degree in Business Administration, Finance, or related field; Masters degree preferred.
• Minimum of 15 years of experience in customer relationship management, with at least 7 years in a senior management role involving collections.
• Proven track record of improving CRM processes and collections strategies in a high-volume environment.
• Strong leadership and people management skills, capable of directing and motivating a diverse team.
• Excellent communication and interpersonal skills, with the ability to negotiate and resolve conflicts effectively.
• Deep understanding of CRM systems, analytics tools, and digital technologies relevant to customer service and collections.
• Strategic thinker with exceptional analytical and problem-solving skills.
• High ethical standards and professionalism, with a focus on maintaining customer trust and compliance.

What We Offer:

• Senior leadership role in a dynamic organization.
• Competitive salary with performance-based bonuses and partnership opportunities.
• Opportunities for professional development and advancement.
• A collaborative work environment that values innovation and efficiency.

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