Customer Relationship Manager

The successful candidate will play a vital role in ensuring customers enjoy a seamless, personalized and engaging shopping experience; while leading efforts to enhance customer satisfaction, improve service delivery and foster customer loyalty.

We are seeking a dynamic and results-driven Customer Relationship Manager to join our retail sales team:

CUSTOMER RELATIONSHIP MANAGER - KINGSTON

The successful candidate will play a vital role in ensuring customers enjoy a seamless, personalized and engaging shopping experience; while leading efforts to enhance customer satisfaction, improve service delivery and foster customer loyalty.

Other duties/responsibilities include but not limited to:

• Manage the end to end customer experience to ensure high satisfaction levels.
• Manage customer interactions, inquiries and complaints across various channels, including email, phone, WhatsApp, and social media
• Develop and implement strategies to enhance the in-store experience and address customer pain points.
• Resolve customer queries and complaints with professionalism and efficiency.
• Train and develop Customer Care staff on industry best practices and after-sales services.
• Use insights to evaluate customer behavior and recommend improvement to processes
• Build and nurture relationships with customers to foster loyalty and repeat business.
• Develop and implement customer engagement and retention strategies.
• Collaborate with the sales and warehouse teams to identify customer needs and recommend tailored solutions
• Conduct regular follow-up calls to ensure customer satisfaction.
• Analyze customer feedback and market trends to improve service loyalty.

Qualifications, Experience & Skill Required

• Degree in Business Administration or any other related discipline.
• 3 years’ experience in a similar position.
• Proficiency in CRM Software
• Proven track record in customer service management, retail management or similar role.
• Strong Leadership Skills.
• Excellent Communication and Interpersonal skills.
• Ability to resolve conflicts and maintain customer first attitude.
• Analytical mindset and experience in using data to drive improvements.