Customer Relationship Manager (CRM) at Universal Human Resource Consult

Job Summary

• The Customer Relationship Manager (CRM) is responsible for developing and implementing customer engagement strategies that foster long-term client relationships, enhance customer satisfaction, and drive business growth.
• The role oversees the end-to-end customer journey, ensuring every interaction reflects the organization's commitment to excellence in service delivery.
• Working within the Spa, Beauty, Wellness, Cosmetics, and Personal Care industry, the CRM Manager is expected to create memorable customer experiences, increase customer retention, manage loyalty programs, resolve complaints efficiently, and leverage CRM technology to improve customer insights and business performance.
• The role collaborates closely with Marketing, Operations, Sales, and Spa teams to ensure consistent service standards while maximizing customer lifetime value and strengthening the company's reputation as a premium wellness brand.

Key Responsibilities

• Develop and implement customer relationship strategies aligned with the company's vision and growth objectives.
• Design customer journey maps to ensure seamless and memorable client experiences across all touchpoints.
• Establish service excellence standards that promote professionalism, empathy, and personalized care.
• Develop and manage customer loyalty and membership programmes.
• Increase customer retention through personalized engagement strategies.
• Monitor repeat customer rates and implement initiatives to improve customer lifetime value.
• Ensure complaints are resolved within agreed service level timelines.
• Maintain comprehensive records of customer concerns and resolutions
• Collaborate with Marketing to create personalized customer communications.
• Promote wellness packages, beauty treatments, and product offerings through targeted engagement initiatives.

Qualifications

• Interested candidates should possess a Bachelor Degree, HND with 3 - 8 years of experience.