Reporting to the regional CustomCare Manager and working closely with the rest of the CustomCare team, the Customer Relationship Manager (CRM) will be pivotal with developing the optimal working relationship with every customer associated to 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 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 to 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. Likewise, it will also be the responsibility of the CRM to maintain all active customers.
Communication will be key! 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 with regards to 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 the territory, which will include the management of IFS milestones and the offering of a tailored service plan.
The CRM will follow up with any enquires within their territory that may not be directly related to CDE’s core business but may lead to a commercial opportunity.
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