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- Tasks: Lead a team to deliver exceptional customer service and drive satisfaction.
- Company: Join Vertiv, a leader in critical infrastructure solutions.
- Benefits: Competitive salary, career growth, and a focus on diversity and inclusion.
- Why this job: Make a real impact by enhancing customer relationships and driving operational excellence.
- Qualifications: 5+ years in customer relationship management and 2+ years leading teams.
- Other info: Dynamic role with opportunities for travel and collaboration across departments.
The predicted salary is between 36000 - 60000 £ per year.
The Manager, Customer Relationship Management is responsible for leading and developing a team of Customer Relationship Managers (CRMs) to deliver exceptional service experiences to Vertiv's strategic customers. This role ensures consistent customer engagement, proactive account support, and effective coordination between internal teams to drive customer satisfaction, contract renewals, and long-term loyalty. The CRM Manager acts as a key point of escalation, process owner, and performance driver for all CRM activities.
Duties & Responsibilities
- Team Leadership & Development: Lead, mentor, and develop a team of Customer Relationship Managers supporting key accounts. Establish clear performance expectations, KPIs, and development plans. Conduct regular coaching sessions, performance reviews, and skills training. Foster a culture focused on customer advocacy, accountability, and continuous improvement.
- Customer Engagement & Relationship Management: Oversee the team's execution of customer engagement strategies, ensuring timely communication, issue resolution, and proactive account management. Serve as an escalation point for complex customer concerns, ensuring appropriate internal coordination and resolution. Ensure CRMs maintain deep understanding of customer operations, service needs, and business priorities.
- Operational Excellence & Process Improvement: Standardize CRM processes, tools, and best practices across the team. Monitor service performance metrics, customer satisfaction data, and operational trends; implement corrective actions as needed. Partner with service delivery, operations, sales, and support teams to streamline workflows and enhance the customer experience.
- Business & Account Support: Support strategic account planning by providing insights into customer health, service history, and growth opportunities. Collaborate with Sales and Service teams to drive contract renewals, service adoption, and customer retention strategies. Ensure compliance with Vertiv policies, contract terms, and service-level agreements.
- Reporting & Communication: Provide regular reporting on customer satisfaction, team performance, service risks, and operational metrics. Communicate changes in policies, procedures, or offerings to the CRM team and ensure consistent execution.
Interactions: All internal departments within Vertiv and external suppliers and customers.
Travel Requirements: 20% - Supporting teams located around the UK and visiting warehouses for operational and management needs.
Qualifications Required:
- 5+ years of experience in customer relationship management, account management, or service operations.
- 2+ years of experience leading or supervising a customer-facing team.
- Strong understanding of service delivery processes, preferably within critical infrastructure, data center, or industrial service environments.
- Demonstrated ability to resolve complex customer issues and lead cross-functional coordination.
Preferred:
- Experience in the data center, power, thermal management, or critical infrastructure industry.
- Familiarity with ERP/CRM systems (Oracle, ServiceNow, etc.).
- Lean/continuous improvement or project management experience.
Key Skills & Competencies:
- Exceptional leadership and coaching abilities.
- Strong customer orientation and communication skills.
- Analytical thinking and problem-solving.
- Ability to manage competing priorities in a fast-paced environment.
- Relationship-building across internal and external stakeholders.
- Process-minded, with attention to detail and consistency.
The successful candidate will embrace Vertiv's Core Principles & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.
OUR STRATEGIC PRIORITIES: Customer Focus, Operational Excellence, High-Performance Culture, Innovation, Financial Strength.
OUR BEHAVIORS: Own It, Act With Urgency, Foster a Customer-First Mindset, Think Big and Execute, Lead by Example, Drive Continuous Improvement, Learn and Seek Out Development.
CRM Team Manager in Bedford employer: Vertiv Group Corp.
Contact Detail:
Vertiv Group Corp. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Team Manager in Bedford
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that CRM Team Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer relationship management. We suggest role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've mentored teams or improved processes in previous roles. We want to see that you can lead a team of CRMs effectively!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace CRM Team Manager in Bedford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the CRM Team Manager role. Highlight your experience in customer relationship management and any leadership roles you've held. We want to see how your skills align with our core principles and strategic priorities!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer engagement and how you can lead a team effectively. Be sure to mention specific examples of how you've driven customer satisfaction in the past.
Showcase Your Achievements: When detailing your experience, focus on your achievements rather than just responsibilities. Use metrics where possible to demonstrate your impact, like improvements in customer satisfaction scores or successful contract renewals. We love numbers that tell a story!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Vertiv Group Corp.
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a CRM Team Manager. Familiarise yourself with customer relationship management principles and Vertiv's core values. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in leading teams and developing talent. Think of specific examples where you've successfully mentored team members or improved team performance. Highlight how you foster a culture of accountability and continuous improvement.
✨Prepare for Scenario Questions
Expect questions about how you'd handle complex customer issues or improve service delivery processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical thinking and problem-solving skills.
✨Engage with Your Interviewers
Remember, interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and expectations for the role. This not only shows your interest but also helps you assess if the company is the right fit for you.
