Customer Relationship Manager

SmartWood; Kuwait City; On-site; KWD 15,000 - 22,000; Full time

Job summary

A leading manufacturing company in Kuwait is seeking a Customer Relationship Manager to develop and maintain strong client relationships. The role involves implementing strategies to enhance customer satisfaction and collaborating across departments to meet client needs effectively. Ideal candidates have proven experience in customer management and strong analytical skills.

Qualifications

• Proven experience in customer relationship management, preferably in the manufacturing industry.
• Exceptional communication and interpersonal skills with diverse clients.
• Strong analytical skills to interpret data for business improvements.
• Ability to work independently and as part of a team.

Responsibilities

• Develop and implement customer relationship strategies.
• Act as the primary point of contact for key accounts.
• Conduct regular meetings with clients to assess their needs.
• Collaborate with sales to identify new business opportunities.

Skills

Customer Relationship Management

Communication Skills

Analytical Skills

Problem-Solving Skills

Team Collaboration

CRM Systems & Data Analytics

Customer Experience Design

Negotiation & Influencing

Presentation & Reporting

Tools

Salesforce

HubSpot

Microsoft Office Suite

Job description

Overview

We are seeking a highly motivated and experienced Customer Relationship Manager to join our dynamic team in the manufacturing sector. The ideal candidate will be responsible for developing and maintaining strong relationships with our clients, ensuring their needs are met, and enhancing their overall experience with our products and services. This role requires a proactive approach to customer service, with a focus on building long-term partnerships that drive customer loyalty, satisfaction, and growth.

The Customer Relationship Manager will collaborate closely with various departments, including sales, marketing, and production, to align our offerings with customer expectations and industry trends, while leveraging CRM tools and data-driven insights to inform strategic decisions.

Responsibilities

• Develop and implement customer relationship management strategies to enhance client satisfaction, retention, and upsell opportunities.
• Act as the primary point of contact for key accounts, addressing inquiries, resolving issues promptly, and ensuring a positive client experience.
• Conduct regular meetings with clients to assess their needs, gather feedback, and identify opportunities for improved service delivery.
• Collaborate with the sales team to identify new business opportunities, develop proposals, and upsell products to existing clients.
• Leverage CRM platforms (Salesforce, HubSpot, or equivalent) to manage customer interactions, track data, and generate actionable insights.
• Analyze customer data and feedback to identify trends, risks, and growth opportunities, recommending improvements to senior management.
• Champion initiatives to enhance the customer journey, from onboarding through after-sales support, ensuring a seamless experience.
• Prepare reports and presentations on client relationship metrics, including retention rates, customer satisfaction scores, and revenue impact.
• Train and mentor junior staff on customer relationship best practices, company policies, and effective use of CRM systems.
• Stay updated on industry developments and competitor offerings to position our products effectively in the market.
• Facilitate communication between departments to ensure customer requirements are met efficiently and effectively.
• Develop and manage customer loyalty programs and initiatives to strengthen client engagement and retention.

Qualifications (Preferred Candidate)

• Proven experience in customer relationship management or a similar role, preferably in the manufacturing industry or B2B sector.
• Exceptional communication and interpersonal skills, with the ability to build rapport with diverse clients and stakeholders.
• Strong analytical skills, capable of interpreting data to drive business improvements and decision-making.
• Ability to work independently and as part of a team, demonstrating leadership and accountability.
• Detail-oriented, with excellent organizational and time management skills.
• Proficient in CRM software (Salesforce, HubSpot, or equivalent) and Microsoft Office Suite.
• A strategic thinker with a customer-centric mindset and problem-solving orientation.
• Ability to handle challenging situations with professionalism, empathy, and negotiation skills.
• Fluent in English; knowledge of Arabic is a strong advantage. Knowledge of French is a plus.
• Willingness to travel occasionally to meet clients, attend industry events, or support regional operations.
• Certifications such as CCSM (Customer Success Manager), Salesforce Certification, or CXPA credentials are highly desirable.
• Skills

Skills

• Customer Relationship Management: Expertise in managing customer interactions and building long-lasting relationships that foster loyalty and satisfaction.
• Communication Skills: Strong verbal and written communication abilities to convey information clearly and effectively to clients and team members.
• Analytical Skills: Proficient in analyzing customer data and feedback to identify trends and areas for improvement, thus enhancing service delivery.
• Problem-Solving Skills: Ability to address customer issues promptly, ensuring a positive experience and maintaining trust.
• Team Collaboration: Experienced in working with cross-functional teams to align customer needs with company offerings and operational capabilities.
• CRM Systems & Data Analytics: Skilled in using CRM platforms to track client interactions, forecast trends, and generate insights.
• Customer Experience Design: Ability to improve customer journey mapping and implement initiatives that enhance overall satisfaction.
• Negotiation & Influencing: Strong ability to manage escalations, resolve conflicts, and secure client commitments or upsells.
• Presentation & Reporting: Skilled in preparing executive-level reports, proposals, and presentations for management and clients.