Client Relations Manager at Alternate Doors

Responsibilities for the Client Relations Manager Job

• Manages escalated client complaints, above and beyond that which the Customer Care team can handle immediately.
• Develops, tracks and reports key performance measurements on key accounts.
• Develops and implements process and procedures to improve operational efficiency for key accounts.
• Oversees cross functional work areas targeted to resolve issues raised by key accounts.
• Build and maintain relationships with clients and key personnel within our big corporate accounts.
• Conducting business reviews to ensure clients are satisfied with their products and services.
• Growing MoM total revenue (and deliveries) in key accounts according to monthly targets.
• Informing customers about other products the company offers.
• Attending meetings with clients to build relationships with existing accounts.
• Achieving client relationship targets and KPI’s as set by the Head of Sales.
• Working closely with Account Managers and Sales Consultants.
• Escalating and resolving areas of concern as raised by clients.
• Carrying out client satisfaction surveys and reviews.
• Monitoring company performance against service level agreements and flagging potential issues.
• Updating the CRM and ensuring account managers are aware of changes within clients.
• Passing leads to the sales team and following up on progress.
• Liaising with internal departments to ensure client needs are fulfilled effectively

KPIs

• Average growth rate of key accounts
• Retention rate for Corporate Clients
• Average revenue per key account
• # of ‘high risk’ clients
• Customer Satisfaction index
• Average # contact moments per client