Customer Engagement: Develop and implement strategies to engage and connect with customers on an ongoing basis, ensuring their needs and expectations are met.
Customer Support: Oversee the customer support team, ensuring prompt and effective resolution of customer inquiries, concerns, and issues.
Client Retention: Develop and execute client retention strategies to minimize churn and maximize customer lifetime value.
Account Management: Serve as the main point of contact for key clients, building and maintaining strong relationships. Understand their needs, goals, and challenges.
Cross-Selling and Upselling: Identify opportunities to cross-sell or upsell products or services to existing clients, enhancing their overall experience and value.
Data Analysis: Utilize customer data and feedback to gain insights and make data-driven decisions to improve customer satisfaction and loyalty.
Feedback Collection: Implement feedback collection mechanisms and surveys to gather customer insights and evaluate the effectiveness of customer relationship strategies.
Team Leadership: Lead and mentor a team of customer support professionals, fostering a collaborative and high-performance work environment.
Qualifications:
Bachelor's degree in Business, Marketing, or a related field. Master's degree is a plus.
Proven experience as a Customer Relationship Manager or in a similar role, with a strong track record of building and maintaining strong customer relationships.
Exceptional interpersonal and communication skills, with the ability to build trust and rapport with clients.
Strong problem-solving and conflict resolution abilities.
Data-driven mindset with the ability to analyze customer data and feedback.
Proficiency in customer relationship management (CRM) software and tools.
Strong leadership and team management skills.
Detail-oriented with a commitment to delivering exceptional customer service.
Results-driven with a focus on customer satisfaction and retention.
Fluency in English and Khmer is preferred as to manage local and international markets
