Job Summary
The Customer Relationship Manager is responsible for building and maintaining strong relationships with customers to drive loyalty, satisfaction, and repeat business. The role develops and implements customer retention strategies, manages service programs, and ensures consistent, high-quality experiences across all touchpoints. By understanding customer behavior and feedback, the manager provides insights to improve service delivery, brand trust, and overall customer lifetime value. This role anchors Primer's customer loyalty and retention agenda through the CLP platform, ensuring that customer insights are translated into measurable sales uplift and experience enhancement. It bridges service, analytics, and marketing to strengthen brand trust and repeat purchases.
Key Responsibilities
- Develop and implement customer relationship strategies that support brand objectives and enhance loyalty.
- Manage customer interactions, inquiries, and feedback across multiple channels, ensuring timely and professional resolution.
- Monitor and analyze customer data to identify trends, preferences, and opportunities for improved experience.
- Lead customer retention initiatives, including loyalty programs, satisfaction surveys, and after-sales engagement.
- Collaborate with Sales, Marketing, Retail, and E-Commerce teams to ensure a consistent and seamless customer journey.
- Prepare regular reports and insights on customer satisfaction, service performance, and retention results.
- Lead and mentor a team to deliver efficient, customer-focused service and maintain high satisfaction levels.
- Stay informed about market trends, CRM best practices, and emerging tools to continuously enhance customer experience.
- Optimize use of CLP data for personalized offers and loyalty campaigns.
- Track and improve retention, reactivation, and repeat purchase rates.
- Partner with Finance, Brand & Merchandising to measure loyalty ROI and customer value growth.
Job Qualifications
Education
- Bachelor's degree in Marketing, Business, Communication, or related field; Master's degree preferred.
Qualifications
- At least 35 years of experience in Customer Relationship Management, Customer Experience, or Account Management, preferably in the retail or lifestyle industry, with proven managerial or supervisory experience.
- Proficient in CRM platforms (e.g., Salesforce, HubSpot) and data analytics tools.
- Strong communication, problem-solving, and interpersonal skills.
- Excellent leadership and organizational abilities.
- Analytical mindset with the ability to translate customer insights into actionable strategies.
- Customer-centric, empathetic, and adaptable in handling client concerns.
- Preferably with certifications in CRM, Customer Experience, or Digital Marketing.
