Customer Relationship Manager

Key Responsibilities:

1. Customer Engagement: Develop and implement strategies to engage and connect with customers on an ongoing basis, ensuring their needs and expectations are met.
2. Customer Support: Oversee the customer support team, ensuring prompt and effective resolution of customer inquiries, concerns, and issues.
3. Client Retention: Develop and execute client retention strategies to minimize churn and maximize customer lifetime value.
4. Account Management: Serve as the main point of contact for key clients, building and maintaining strong relationships. Understand their needs, goals, and challenges.
5. Cross-Selling and Upselling: Identify opportunities to cross-sell or upsell products or services to existing clients, enhancing their overall experience and value.
6. Data Analysis: Utilize customer data and feedback to gain insights and make data-driven decisions to improve customer satisfaction and loyalty.
7. Feedback Collection: Implement feedback collection mechanisms and surveys to gather customer insights and evaluate the effectiveness of customer relationship strategies.
8. 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