Job Purpose:
Maintain an ongoing level of engagement with key customers by building trusting relationships with clients and protecting the brand by maintaining a positive image.
Main Duties & Responsibilities:
- Manage client relationships to build a reputation for excellent service and generate repeat business.
- Guide and lead team members to deliver products/services that meet or exceed the customer requirements.
- Identify and develop problem-solving methodologies to resolve customer issues.
- Manage and train resources to ensure quality and consistency of service to customers.
- Maintain complete and accurate customer correspondence data.
- Create policies and procedures that optimize the customer experience.
- Develop and update client-related reports.
- Analyze customer data to improve customer experience.
- Ensure that the service level agreement and other KPI are in place, and share them with the customer.
- Work with the marketing team to ensure that all product and service marketing campaigns are coordinated within and across the key accounts to ensure maximum value is derived from any promotional activity.
Qualifications, Knowledge & Experience:
- Bachelor’s Degree in Sales, Marketing, Business Administration or any related field.
- Certified Customer Service Professional (CCSP), Certified Client Service Professional (CCSP) is a plus.
- Minimum 10 years of relevant experience in delivering resultsthrough cross-functional workingenvironment with at least 5 years in a senior role.
- Experience in process excellence and continuous improvement.
- Excellent knowledge of management methods and techniques.
- Strong Organization & Communication skills.
