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For Companies At a Glance
- 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 development, and a supportive work culture.
- Why this job: Make a real impact by enhancing customer relationships and driving loyalty.
- Qualifications: 5+ years in customer relationship management and 2+ years leading teams.
- Other info: Dynamic role with opportunities for growth and travel across the UK.
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 Golborne employer: Vertiv
Contact Detail:
Vertiv Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Team Manager in Golborne
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you show that you’re not just a good fit for the role, but also for the team!
✨Tip Number 3
Practice your pitch! Be ready to explain why you’re the perfect candidate for the CRM Team Manager role. Highlight your leadership experience and customer-focused mindset. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace CRM Team Manager in Golborne
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 to deliver exceptional service experiences. Be sure to mention specific examples from your past that demonstrate your abilities.
Showcase Your Leadership Skills: As a CRM Team Manager, you'll be leading a team, so make sure to highlight your leadership experience. Share stories of how you've mentored others, set performance expectations, and driven continuous improvement in previous roles. We love seeing candidates who can inspire and motivate!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing candidates who take the initiative to connect with us directly!
How to prepare for a job interview at Vertiv
✨Know Your CRM Stuff
Make sure you brush up on your customer relationship management knowledge. Understand the key principles of customer engagement and how to lead a team effectively. Be ready to discuss your experience in resolving complex customer issues and how you've driven performance in previous roles.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership abilities. Think about times when you've mentored or developed a team, set clear performance expectations, or fostered a culture of accountability. This role is all about leading a team, so demonstrate how you can inspire and motivate others.
✨Understand the Business
Familiarise yourself with Vertiv’s services and the critical infrastructure industry. Be prepared to discuss how you would support strategic account planning and drive contract renewals. Showing that you understand the business will set you apart from other candidates.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life scenarios related to customer engagement and operational excellence. Think through how you would handle escalated customer concerns or implement process improvements. Practising these scenarios will help you articulate your thought process during the interview.
