What will I be doing
?
This is a field-based role which is focussed on building and maintaining strong relationships with existing SME customers within a defined portfolio. The primary objective is to retain existing clients, maximise customer experience, and drive growth by increasing the portfolio share of wallet through the development and delivery of strategic account plans and client engagement. You will have full commercial responsibility for the growth, retention, revenue and margin performance of a defined portfolio of clients working closely with all operational colleagues across multiple service centres.
Skills needed for a Customer Relationship Manager:
1. Portfolio Management: Manage a portfolio of existing SME customers through strategic account development plans and the attainment of the customer contact strategy to maximise the customer experience.
2. Retention Strategy: Implement proactive measures to maintain long-term customer loyalty and reduce churn.
3. Growth Initiatives: Identify upsell and cross-sell opportunities within the current customer portfolio through analysing customer data, behaviour and trends. Growth opportunities will be managed through the CitySprint opportunity sales cycle to ensure conversion rates are achieved and the implementation phase is effective to ensure a smooth customer journey, through constant collaboration with all relevant stakeholders.
4. Relationship Development: Develop and maintain long term customer relationships through regular contact, understanding evolving needs, resolve issues and deliver value-added insights. Monitor customer satisfaction and collaborate with internal stakeholders to recommend improvements. You will be responsible for presenting winning strategic proposals to existing customers. Your role requires daily travel within your assigned area.
5. Performance Tracking: Achievement of all KPIs. Maintain accurate records of all customer interactions in Salesforce including up to date ADPs.
6. Collaboration: Work closely with the local operational teams and internal stakeholders to align ssolutions with customer goals to deliver outstanding service performance to all customers in the portfolio.
The key skills we need you to have for the role include:
7. Demonstrates strong commercial awareness to meet individual KPI’s through successful negotiation with existing customers using consultative techniques to upsell and cross sell.
8. Demonstrates ability to map a customer’s supply chain to identify opportunities to improve share of wallet from existing portfolio.
9. Ability to develop a multiple contact strategy within each portfolio client to develop and retain existing business.
10. Analytical mindset with the ability to problem solve and provide conflict resolution through strong account management.
11. Works proactively with customers to ensure best practise is in place, processes are streamlined and have a continuous improvement ethos to maximise and enhance the customer experience.
12. Skilled in managing long term customer relationships and demonstrates strong customer partnerships providing excellent customer satisfaction.
13. Proven sales success in delivering margin/revenue growth in line with business strategy.
14. Previous experience and working knowledge of CRM’s (preferably Salesforce).
15. Ability to identify key data sources and analyse data effectively to improve operational and margin performance or to support business decisions.
The successful candidate will be required to undergo a DBS check as part of the recruitment process. Conditional job offers are subject to a satisfactory DBS check.
If this Customer Relationship Manager role sounds like a great fit we would love to hear from you!