Purpose of the role
To manage service process of the store, to ensure that the customers have an exceptional
experience to ensure growth in sales as well as loyal customers.
As a member of the management committee in the store, a Customer Relationship Manager will
have the following responsibilities:

Management

Participate in the development and implementation of the business strategy
Lead a steering committee to drive and promote various services
Lead the team according to business values, culture and policies
Develop department objectives
Ensure that the KPIs of the department are met within budget and time frames
Track and monitor service levels
Deal with customer feedback ‘’voice of customer’’
Manage relations with different stakeholders – Store Manager, Sales, Marketing, etc
Manage store events
Manage social community both online and offline

Optimization of quality and services offered to customers

Ensure the speed and the reliability of the service desks
Ensure compliance with all internal control procedures
Ensure all processes enhance the quality of service offered to customers
Develop the various services of the store: welcome point, financial service, loyalty card, etc
Ensure exceptional relationship with our customers

Profile

The successful candidate should have the following qualifications, skills, experience and
attributes:
Relevant degree
Proven experience in customer service industry at a managerial level
Solid understanding of the local market operations
Retail or hospitality experience an added advantage
Ability to work under pressure, in a stressful and fast paced environment
Solid knowledge of business offering and processes
Flexibility – Ability to deal with change
Strong relationship management skills
Conflict management skills
Ability to remain objective and rational when faced with conflicting situations
Exceptional communication skills at all levels– speak, listen, read and write
Ability to make decisions timeously
Problem solving skills
Strategic, logical and analytical thinking
Ability to lead and influence
Self-confident, hardworking and lives by example
Team player who is also comfortable in working as an individual