Customer Relationship Team Management Leader

4 weeks ago

Milton Keynes, Milton Keynes, United Kingdom Adam Equipment Co Ltd Full time

Job Title: Customer Relationship Team Management Leader

Company Overview: Adam Equipment Co Ltd is a leading weighing scale manufacturer with headquarters based in the UK. The UK office in Milton Keynes supports the sales and service needs for the European market.

Adam Equipment provides professional weighing equipment throughout the world for a wide range of markets including industrial laboratory education medical veterinary botanicals and retail. We provide cost effective high value high quality weighing equipment and services.

Job Summary: We are seeking a Customer Relationship Team Management Leader to join our team. The ideal candidate will have a hunter mentality and be prepared to engage with new and existing customers. You will have strong analytical and reporting skills and enjoy achieving KPIs including lead conversion and sales performance metrics and achieving a high volume of outbound calls per day.

Key Responsibilities:

  • Customer-centric Relationship Management: The Customer Relationship Team Management Leader is responsible for overseeing the process of customer retention. Duties include interacting with new existing and potential customers on a regular basis supporting the sales functions of the business on how to best help customers and implementing customer service policies and procedures to enhance customer satisfaction.
  • CRM System Management: Using the CRM system (ZOHO) to manage relationships by collecting and analysing customer data and developing new ways to meet customers needs.
  • Customer Complaints Handling: Handling customer complaints and resolving issues in a timely and professional manner.
  • Team Management: Overseeing the interactions between customers and key team members such as Business Development Managers Regional Sales Manager Sales Office Managers. Customer Service Representatives.
  • Retention Campaigns: Creating and executing retention campaigns to increase customer loyalty and retention rates.
  • Marketing Collaboration: Working closely with the Marketing team developing marketing campaigns to attract new customers and increase wallet share with existing customers.
  • Process Improvement: Collaborating with sales marketing customer service and operations teams to improve the customer experience and identify areas for process improvement.

Requirements:

  • Knowledge of Customer Acquisition and Retention Strategies: Knowledge of customer acquisition and retention strategies and techniques.
  • Exceptional Communication Skills: Exceptional verbal and written communication skills to effectively interact with customers and team members.
  • Social and Emotional Awareness: Social and emotional awareness to tailor interactions for individual customers.
  • Product Knowledge: Extensive product knowledge to effectively communicate the value of our products and services.
  • Collaboration Skills: Ability to collaborate well with other customer care team members.
  • Analytical Skills: Analytical and datadriven to effectively manage customer relationships and identify areas for improvement.
  • Technology Skills: Technology skills in Zoho CRM software.
  • Customer Service Skills: Impeccable customer services skills to provide exceptional customer experiences.
  • Industry Knowledge: Knowledge of best practices in customer service and retention.
  • Attention to Detail: Strong attention to detail to ensure accurate and timely completion of tasks.
  • Business Development: Ability to develop and maintain business relationships with internal and external contacts at all levels.
  • Self-motivation: Self-motivated to win business and achieve sales targets.

Benefits:

  • Performance-related Bonus: Performance-related bonus scheme.
  • Pension: Pension scheme after 3 months of service.
  • EAP: Employee Assistance Programme.
  • Medicash Policy: Medicash policy.
  • Life Cover: Life cover.
  • Head Office Free Parking: Free parking at Head Office.
  • Free Refreshments: Free refreshments when working at Head Office.

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