Customer Relationship Manager - Kingston

We are seeking a dynamic and results-driven Customer Relationship Manager to join our retail sales team.

The successful candidate will play a vital role in ensuring customers enjoy a seamless, personalized and engaging shopping experience; while leading efforts to enhance customer satisfaction, improve service delivery and foster customer loyalty.

Other duties/responsibilities include but not limited to:

  • Manage the end to end customer experience to ensure high satisfaction levels.
  •  Manage customer interactions, inquiries and complaints across various channels, including email, phone, WhatsApp, and social media .
  • Develop and implement strategies to enhance the in-store experience and address customer pain points.
  • Resolve customer queries and complaints with professionalism and efficiency.
  • Train and develop Customer Care staff on industry best practices and after-sales services.
  • Use insights to evaluate customer behavior and recommend improvement to processes.
  • Build and nurture relationships with customers to foster loyalty and repeat business.
  • Develop and implement customer engagement and retention strategies.
  • Collaborate with the sales and warehouse teams to identify customer needs and recommend tailored solutions. 
  • Conduct regular follow-up calls to ensure customer satisfaction.
  • Analyze customer feedback and market trends to improve service loyalty.

Qualifications, Experience & Skill Required

  • Degree in Business Administration or any other related discipline.
  • 3 years’ experience in a similar position.
  • Proficiency in CRM Software.
  • Proven track record in customer service management, retail management or similar role.
  • Strong Leadership Skills.
  • Excellent Communication and Interpersonal skills.
  • Ability to resolve conflicts and maintain customer first attitude.
  • Analytical mindset and experience in using data to drive improvements.

Apply today at careers@activetradersltd.com. We thank all applicants for their interest, however only shortlisted candidates will be contacted.