Customer Relations Manager

Gather data from various sources and analyze information, this includes volumes, revenue, complaints etc.Produce required CRM weekly, month end, annual and other strategic reports timeously for stakeholders of the CRM department. Proactively identify area where the organization may be added.Provide summary KPI reports for all customers in the warehouse and logistics division as well as other related services as per agreed customer expectation.Manage the relationship with data intelligence, customer service department and other relevant departments to ensure data is accurate to meet the CRM departments reporting andintelligence requirements.Maintain a strong knowledge and understanding of the data available for usage.Develop, implement and monitor processes with the support and approval of the HOD customer relations to ensure efficiency and effectiveness within the CRM department.Processes are to be aligned to company strategy and aimed at meeting customer expectations.Investigate critical customer issues and recommend solutions for customers HOD customer relations.Plan and coordinate customer visits/functions in line with customer visit policy.Ensure customer satisfaction and problem resolution timeously.Work closely with the customer service representatives to ensure customer satisfaction and problem resolution.Coordinate the involvement of personnel, including operations, IT and other management.Resources in order to meet account performance objectives and customers' expectations.