Pyramid8 are recruiting for a Client Relationship Manager to work for a busy and growing manufacturing company who have recently opened new offices in Meltham near Holmfirth. They work with some very prestigious clients and have a growing customer base.
The Client Relationship Manager is an ideal role for someone who can build excellent relationships with an existing client base but is also perfect for an individual who is looking to develop their career and possibly grow a team around them where you will Lead, coach, and develop a customer service team to deliver best-in-class support to clients.
Job Summary:
We are seeking an experienced and proactive Client Relationship Manager to lead and develop our client service function, ensuring high levels of client satisfaction, service efficiency, and team performance. You will act as the primary point of contact for escalated issues, drive service excellence, and collaborate across departments to enhance the overall client experience.
Key Responsibilities:
1. Manage daily operations of the client service function, ensuring KPIs, SLAs, and quality standards are consistently met or exceeded.
2. Serve as the escalation point for complex client queries or complaints, ensuring timely and effective resolution.
3. Foster strong, long-term client relationships, identifying opportunities to enhance satisfaction and loyalty.
4. Implement and improve customer service processes, systems, and training programmes.
5. Collaborate with Sales, Operations, and Product teams to relay client feedback and support continuous improvement.
6. Analyse customer service metrics and produce regular reports on performance and customer insights.
7. Stay up to date with industry trends and regulatory requirements.
8. Lead customer satisfaction initiatives, or customer journey mapping.
Key Requirements:
9. Proven experience in a customer service leadership role, ideally within a client-facing or B2B environment.
10. Strong understanding of customer service principles, processes, and technology.
11. Excellent interpersonal, communication, and problem-solving skills.
12. Strong organisational skills with the ability to manage multiple priorities.
13. Comfortable working in a fast-paced, change-oriented environment.
14. Experience using CRM and ticketing systems
15. Ability to analyse data and make strategic decisions based on insights.
16. A customer-first mindset with a passion for delivering exceptional service.