Customer Relationship Manager

Job Description:

Customer Relationship Manager - JD

Job Description: Customer Relationship Manager for Online Optical Business

Position: Customer Relationship Manager

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Overview:

We are an online optical business committed to providing high-quality eyewear and exceptional customer service. Our platform allows customers to browse and purchase prescription glasses and sunglasses all from the comfort of their home. We are seeking a passionate and customer-focused Relationship Manager to strengthen our relationships with existing customers, drive customer loyalty, and ensure high levels of customer satisfaction.

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Job Summary:

As the Customer Relationship Manager, you will be the primary point of contact for our existing customers, working closely with them to foster long-term relationships, resolve any issues, and ensure an exceptional overall experience. Your role will involve managing customer feedback, creating personalized communication strategies, and driving customer retention initiatives. You will collaborate with the customer service, marketing, and product teams to optimize customer touchpoints and ensure the brand is aligned with customer needs and expectations.

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Key Responsibilities:

Customer Relationship Management:

• Customer Engagement: Build strong, long-lasting relationships with customers by proactively reaching out, addressing their needs, and providing personalized support throughout their journey with our brand.

• Account Management: Oversee high-value customer accounts ensuring they receive premium support and service, including handling any escalations or special requests.

• Customer Feedback: Collect, analyse, and act on customer feedback, reviews, and survey results to understand pain points, identify trends, and recommend improvements.

• Product Knowledge & Recommendations: Ensure customers are fully informed about product offerings, help with product selection, and provide personalized eyewear advice.

Customer Support & Communication:

• Omni-Channel Support: Ensure that customers receive seamless and consistent support across all touchpoints, including email, live chat, social media, and phone.

• Issue Resolution: Act as the final point of contact for resolving complex or escalated customer complaints, ensuring timely and satisfactory resolutions.

• Customer Education: Provide customers with guidance on product usage, care, and adjustments, ensuring they feel confident in their purchases and the brand.

• Customer Onboarding: Assist new customers in navigating the website, understanding product options, and being able to solve any confusion they have in regards to the fit.

Data-Driven Insights & Reporting:

• Customer Segmentation: Utilize CRM tools to segment customers based on behaviors, preferences, and purchase history to craft personalized campaigns and communications.

• Reporting & Analysis: Track key metrics, such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), retention rates, and churn, to assess the effectiveness of relationship management initiatives.

• Feedback Loops: Provide regular feedback to the marketing, product, and customer service teams to help improve customer experience and product offerings based on customer insights.

Customer Loyalty & Retention Programs:

• Loyalty Programs: Develop and manage customer loyalty programs, including rewards, discounts, and exclusive offers that drive repeat purchases and encourage brand advocacy.

• Referral Programs: Create and promote referral initiatives to encourage satisfied customers to refer friends and family, incentivizing them with rewards or discounts.

• Special Events & VIP Engagement: Organize exclusive events, product launches, and promotions aimed at high-value customers, making them feel valued and connected to the brand.

Collaboration & Process Improvement:

• Cross-Department Collaboration: Work closely with the marketing, product, and operations teams to ensure a seamless experience for customers and consistent messaging across all channels.

• Continuous Improvement: Suggest improvements to current processes, tools, and strategies for managing customer relationships, ensuring that we are always evolving and enhancing the customer experience.

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Qualifications & Skills:

• Education: Bachelor’s degree in Business, Marketing, Communications, or a related field, or equivalent work experience.

• Experience:

o 3+ years of experience in customer service, account management, or customer relationship management, ideally in an e-commerce or retail environment.

o Experience in managing customer-facing roles and building strong, lasting relationships.

o Proven track record of driving customer retention and satisfaction.

• Customer-Centric Mindset:

o Strong focus on the customer experience with the ability to understand customer needs and provide solutions that meet or exceed their expectations.

o Excellent interpersonal skills and the ability to empathize with customers while maintaining professionalism.

• Communication Skills:

o Strong verbal and written communication skills, with the ability to tailor messaging to different customer segments and channels.

o Comfortable interacting with customers via email, live chat, social media, and phone.