Customer Relation Manager

PT Troy Puri Sakti; Jakarta Pusat; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A dynamic marketing firm in Jakarta Pusat seeks an experienced Customer Relations Manager to develop and implement CRM strategies, enhancing customer loyalty and satisfaction. The ideal candidate will have at least 3 years in customer-facing roles and must be fluent in English. Key responsibilities include conducting satisfaction surveys, monitoring customer behaviors, and ensuring effective communication via CRM software. This role offers the chance to lead a team dedicated to superior customer service.

Qualifications

• Minimum Bachelor of Marketing or related fields.
• 3+ years of experience in customer-facing roles.
• Fluency in English, both written and spoken.

Responsibilities

• Develop and implement CRM strategies to improve customer loyalty.
• Conduct quality-assurance surveys to enhance customer satisfaction.
• Monitor customer behavior for improved profitability.

Skills

Customer service management

CRM software proficiency

Problem-solving

Communication skills

Team management

Education

Bachelor of Marketing or Communications

Bachelor of Business or Business Administration

Bachelor of Information Technology

Tools

Salesforce

Hubspot

Job description

Qualifications

• Minimum Bachelor of Marketing or Communications, a Bachelor of Business or Business Administration, or a Bachelor of Information Technology.
• 3+ years of experience in a customer-facing role.
• Proficiency in CRM software, such as Salesforce or Hubspot.
• Strong problem‑solving abilities with time‑management skills.
• Prior experience managing a team of customer service representatives.
• Soft skills such as patience, adaptability, and empathy.
• Successful record of developing and implementing customer relations strategies.
• Fluency in English both oral and written.
• Good communication and interpersonal skills.

Responsibilities

• Developing and implementing strong and long‑lasting CRM strategies to improve the company's customer loyalty and retention.
• Conducting quality‑assurance surveys to determine customer satisfaction and using this data to improve areas of complaint.
• Deciding on a CRM system's structure and ensuring it harmoniously operates across every relevant department in an organization.
• Communicating with customers directly through the CRM system and quickly solving customer problems.
• Monitoring customer behaviour and implementing strategies to ensure maximum profitability.
• Building and maintaining customer relationships to drive ROI, customer retention, and high customer satisfaction.
• Identifying potential new customers and target markets and communicating this information to the relevant departments to maximize profitability.
• Using marketing techniques (like email marketing and campaign management) to update customers on the newest products to increase sales.
• Communicating up‑selling and cross‑selling opportunities with the sales department.