Customer Relationship Manager

2 weeks ago

Midrand, South Africa Servest Careers Full time

**Job Context**:
Servest Office Services, a business unit of the Servest Group has a vacancy for a Customer Relationship Manager. The role will lead a team of Key Account Managers and Quality Controllers with the objective to build and maintain mutually beneficial, sustainable, and profitable client relationships.

The duties include the retention of existing customer base and identification of growth opportunities within the said client base and to ensure all clients are in contract. The Customer Relationship Manager will also be responsible to identify and prioritise clients at risk and to implement risk mitigation processes and initiatives aimed at client retention.

This role is for a highly self-motivated individual with natural leadership abilities, a proven client relationship background and customer relations skills, strong administrative skills, effective problem-solving and negotiation, effective analytical skills, and effective report writing and presentation skills.

**Minimum Requirements**:
- Bachelor’s degree in business management or similar
- A proven track record managing a team of people effectively and efficiently, delivering on required commercial outcomes
- At least 3 to 5 years’ experience in a similar role in a service and customer relations environment. Strong commercial acumen and the ability to develop effective commercial strategies
- Strong and effective negotiation skills to establish mutually acceptable and sustainable contractual agreements.
- Effective communication and interpersonal skills to ensure all stakeholders are aligned with the business strategy, client and commercial focus areas as well as the desired outcomes.
- Strong analytical skills and the ability to analyse market trends and customer behaviour.
- Strong leadership skills and the ability to manage, develop and motivate a team. Understanding profitability and factors influencing profitability in a business. Ability to work under pressure and to meet deadlines.
- Experience in the industry preferred.
- Ability and capability to travel between branches monthly.
- Own car and valid drivers license is essential.

**Duties & Responsibilities**:

- Ensure all clients in allocated base are in contract for a minimum of 12 months but ideally 36 months.
- Ensure client contracts are negotiated and concluded before the expiration of the current contract period.
- Ensure the implementation of the directed price increase and pricing strategies. Maintain and report on price increase records and reports to the Regional Manager.
- Ensure all gap opportunities are identified and followed up with proposals to our clients.
- Daily management of a team of Key Account Managers and Quality Controllers
- Ensure Key Account Managers negotiate profitable pricing and mutually beneficial terms and conditions on all contracts and agreements.
- Ensure Key Account Managers systematically review, analyse, and action all client contracts in line with the commercial requirements of the business.
- Ensure clients at risk are identified, reported and risk mitigation action plans are implemented and followed through to the point of continued sustainability.
- Ensure the required KPD surveys are planned and fulfilled monthly and ensure feedback to the business that is relevant, accurate and of value.
- Maintain a relationship and manage top 20 customer relationships in region

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