eCommerce Customer Relationship Manager

Job category: Customer Service Location: Cape Town Contract: Permanent Remuneration: Market Related EE position: No About our company City Logistics understands supply chains and the importance of adding maximum value, as well as providing cost-effective solutions and the highest service levels. Our extensive network throughout Southern Africa has been developed over 30 years, offering an exclusive supply chain solution, specializing in client and fleet requirements. This typically consists of a dedicated pool of vehicles and staff customized to the client’s operational needs, enabling the client to share the benefits of our procurement, maintenance and risk management capacity. We are passionate about what we do, passionate about Retail and service excellence. Let us be part of your solution. Introduction We are seeking an experienced and dedicated eCommerce Customer Relationship Manager to join our team. The Customer Relationship Manager’s (CRM) purpose is to build and strengthen long-term strategic relationships with customers. In doing so, CRMs ensure that City Logistics’ strategic objectives are continuously aligned with those of our customers, supporting sustained organic growth. CRMs are to maintain an up-to-date end to end profile and needs analysis of the accounts they have been allocated, manage improvements of the end-to-end operation via cross-functional customer projects, and meet with customers to deliver an agreed strategic update on overall performance of the account in line with strategic objectives. Key Responsibilities Strategic Relationship Management Maintain and enhance strategic long-term relationships with customers. Develop and execute strategies to strengthen customer relationships and loyalty. Account Management Maintain an up-to-date, comprehensive profile and needs analysis of allocated accounts. Ensure the accuracy and completeness of customer information, as well as manage alignment. Operational Improvement Lead and participate in cross-functional customer projects aimed at enhancing operational efficiency. Performance Monitoring and Reporting Meet with customers as agreed to deliver strategic updates on the overall performance of their accounts. Align performance updates with strategic objectives agreed upon with customers. Customer Interaction and Communication Conduct regular meetings with customers to review account status, discuss strategic updates, and address any concerns. Act as the primary point of contact for escalation of customer concerns from Customer Services and Customer Support. Cross-Functional Collaboration Work closely with other departments to ensure seamless service delivery and to implement customer-focused projects. Identify opportunities for continuous improvement in customer relationship management processes and practices and lead the implementation thereof. Minimum Requirements Diploma (NQF level 6) in Customer Care / Customer Services / Administration / Sales. Minimum 3 years’ experience in a client care / client management environment. Valid driver’s license with own reliable motor vehicle. Available to be called out at any hour of the day or night to assist with situations. Willing to travel. Core Competencies Strong ability to develop and maintain long-term strategic relationships with customers. Excellent interpersonal and communication skills to effectively interact with customers and internal teams. Attention to detail to ensure the accuracy and completeness of customer information. Dedication to meeting the needs and expectations of customers. Problem-solving skills to address customer inquiries and resolve issues promptly. #J-18808-Ljbffr