Client Relations Manager

SUMMARY:
Exciting opportunity for a Client Relations Manager based in Cape Town!

POSITION INFO:
Job Summary
Develop relationships with all clients in the Western Cape and maintain them to ensure that the company’s service is up to standard. Ensure that clients renew their contracts every year and apply the relevant increases. Adhere to the relevant systems / policies / procedures which are put in place, to provide satisfactory service throughout the region.

Responsibilities

Client relations and marketing

• Planning and delivering CRM strategies across the company
• Encouraging customer retention and customer loyalty
• Deciding on a CRM platform structure and architecture and ensuring that it works seamlessly across the organization
• Capture all required information at key points in the customer life cycle
• Work closely with all departments to ensure the CRM system works effectively for all aspects of the company
• Overseeing direct communication with customers
• Conduct face-to-face visits with all clients, at least once every 3-months
• Ensure that premium clients are visited on a more frequent basis (face-to-face meetings, more than once every 3-months)
• Communicate effectively with the Managing Director of the region
• Obtain and follow-up on possible new leads / referrals and pass them on to the relevant person / sales department
• Provide feedback on service ratings from clients on a monthly basis
• Communicate effectively with the Operations Manager and the Contract Managers if problems arise during site visits
• Escalate any concerns or queries to the relevant person, if necessary

• Creating reports that include percentages / recycling numbers of clients, their feedback from the service ratings and as well as complaints and compliments

• Communicate with staff on site about their wellbeing and provide feedback on staff morale to the HR Manager, Managing Director and Transformation Manager

• Ensure that client escalations are implemented on an annual basis or as necessary
• Communicate with operations with regards to annual increases pertaining to costings

• Monitor operations in terms of efficiencies and give input to the Operations Manager and Managing Director where necessary
• Assist operations, where possible and within reasonable boundaries

• Monitor company performance against service level agreements and flag potential issues

• Attend, plan and support the company’s events or other related expo’s / functions

• Minimum matric, a relevant diploma or degree will be advantageous
• Minimum 5 years working experience in a similar role
• Minimum of 2 years managerial experience
• Relevant experience, knowledge and skills
• High proficiency in Microsoft Office is essential
• Valid drivers’ license and own reliable transport