At a Glance
- Tasks: Build strong relationships with customers and ensure their satisfaction through effective communication.
- Company: Join a dynamic team at CDE, focused on customer care and support.
- Benefits: Enjoy competitive pay, flexible working hours, and opportunities for personal growth.
- Other info: Opportunity to work closely with a supportive team and develop your career.
- Why this job: Make a real difference by ensuring customers feel valued and supported.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
Reporting to the regional CustomCare Manager and working closely with the rest of the CustomCare team, the Customer Relationship Manager (CRM) will be pivotal in developing the optimal working relationship with every customer associated with their territory. In return, the CRM will strive for all customers to be a Customer for Life with CDE, by ensuring CustomCare is committed to delivering the best lead time, quality and value for all customer requirements.
About this role
Responsibilities
- Act as the Single Point of Contact (SPOC) for multiple customers (as defined within the CRM territory) and be the go-to person both internally and externally, acting as the conduit between CDE and our customers.
- 50%-75% Physical site presence will be required.
- The CRM will be responsible for creating their own schedules, ensuring all customers receive the number of desired visits during each period. Adherence to the schedule will be monitored and discussed throughout the year with the regional CustomCare Manager and Head of CustomCare.
- Own the customer satisfaction score for their territory.
- The CRM will be responsible for creating and driving an action plan post any customer surveys, with the aim of improving the overall score where required.
- It will be the responsibility of the CRM to re-engage with CDE customers that are deemed inactive. Where necessary, an action plan will be created and implemented to get the customer(s) active again with CDE.
- Maintain all active customers.
- Regular, prompt and constant internal/external communication to ensure all stakeholders are informed of progress, any issues and ensure all parties are aware of their requirements.
- Collaborate internally with the regional CustomCare Manager and CustomCare functional managers to ensure all customer requirements are met, such as parts, service and out of scope project solutions.
- Provide customer feedback to internal colleagues and stakeholders. Feedback is to be open, honest and constructive with the aim of providing sufficient detail for driving improvement or for praise.
- The CRM will be the eyes and ears on the ground, being exposed to a wide range of intel, so it's essential this is fed back internally.
- Will be the most knowledgeable person within CDE regarding understanding their customer's business model, material throughput, plant, equipment and overall operations.
- Naturally listens for and understands any Capital Sales opportunities, where the CRM communicates these to the Business Development team.
- Responsible for the On-Boarding process of new customers/projects into the defined territory, which will include the management of IFS milestones and the offering of a tailored service plan.
- The CRM will follow up with any enquiries within their territory that may not be directly related to CDE's core business but may lead to a commercial opportunity.
Customer Relationship Manager - Mainland UK TLNT1_NI employer: CDE Global
CDE is an exceptional employer that prioritises employee development and fosters a collaborative work culture, making it an ideal place for Customer Relationship Managers. With a strong commitment to customer satisfaction and a focus on creating long-lasting relationships, employees are empowered to take ownership of their roles while enjoying the flexibility of managing their own schedules. Located in Mainland UK, CDE offers unique opportunities for professional growth and the chance to make a meaningful impact within a supportive team environment.
