A customer relationship management role involves working as one of a team of specialists who are responsible for managing customer relationships and maintaining a customer-focused approach within an organisation.
Customer relationship managers are responsible for understanding their organisation they are working in and, where possible, adding value to the service they provide.
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What are the main responsibilities of a customer relationship management role?
Key responsibilities of a customer relationship manager include:
Planning and delivering strategies across the company to encourage customer retention and loyalty
Overseeing direct communications with customers
Ensuring that the database is segmented effectively for targeted marketing activities
Employing implementing strategies in order to help reduce any risks
Working with the customer service team, marketing staff and operations
What skills and qualifications does a customer relationship management role require?
Most customer relationship management roles require a degree in computer science or engineering, though in rare cases other STEM subjects are acceptable.
As a managerial position the role also requires at least three years of industry experience. Professionals looking to break into customer relationship management typically have extensive experience in direct and digital marketing and a strong background in customer acquisition and retention strategies.
Other key skills required for the role of customer relationship management are:
Excellent interpersonal skills, most notably the ability to build trust and tailor their communication to suit a wide variety of different people
Excellent customer service skills and empathetic personality
Good technical knowledge, including the ability to operate customer relationship management software