Customer Relations Manager

United Asia Automotive Group Incorporated; Quezon City; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

HMO

Free Meals

Bereavement Leave

Maternity & Paternity Leave

Sick Leave

Vacation Leave

Special Leave for Women

Vacation Leave

Job summary

A leading automotive company is seeking a Customer Relation Manager in Quezon City. You will develop customer relations strategies, lead a team, and oversee conflict resolution. The ideal candidate has a Bachelor’s degree in Marketing or Business Management, with at least 5-8 years of experience in customer relations, particularly in the automotive industry. This full-time on-site role offers competitive benefits and a focus on enhancing customer loyalty and satisfaction.

Qualifications

• Minimum 5-8 years of experience in customer relations or customer experience.
• Proven leadership in managing teams or nationwide networks.
• Strong background in escalation handling and conflict resolution.
• Strong background in escalation handling and conflict resolution.
• Experience with multi-branch/dealer organizations and data-driven decision-making.
• Strategic planning and KPI development experience.

Responsibilities

• Develop customer relations strategies aligned with company goals.
• Lead and mentor the Customer Relations team.
• Oversee customer experience and conflict resolution.
• Drive customer feedback programs and translate insights into improvement strategies.
• Collaborate cross-functionally with Sales, Service, and dealership partners for seamless customer experience.
• Monitor KPIs and present reports with actionable recommendations to senior management.

Skills

Customer service

Conflict resolution

Leadership

Data-driven decision-making

Communication

Education

Bachelor's degree in Marketing or Business Management

Job description

United Asia Automotive Group Incorporated

Negotiable

On-site - Quezon City 5-10 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Government Mandated Benefits

Insurance Health & Wellness

HMO

Free Meals

Bereavement Leave, Maternity & Paternity Leave, Sick Leave, Solo Parent Leave, Special Leave for Women, Vacation Leave

Read More

Are you a talented individual ready to join an awesome team in the Automotive industry?

The EXCLUSIVE distributor of Baic Auto here in the Philippines needs a Customer Relation Manager!

Below are the responsibilities of a CUSTOMER RELATION MANAGER:

• Develop and execute nationwide customer relations strategies aligned with company goals.


• Lead and mentor the Customer Relations team and nationwide CROs to achieve performance standards.


• Oversee customer experience, conflict resolution, and escalation management.


• Drive customer feedback programs and translate insights into improvement strategies.


• Manage and enhance customer service processes and initiatives across dealerships.


• Collaborate cross-functionally with Sales, Service, and dealership partners for seamless customer experience.


• Monitor KPIs and present reports with actionable recommendations to senior management.

Strategic Planning

• Develop, implement, and oversee the overall customer relations strategy to strengthen customer loyalty and satisfaction.


• Align customer service Initiatives with company goals, ensuring consistent standards across nationwide dealerships.


• Identify emerging customer needs and industry trends to proactively enhance customer experience programs.


• Lead and manage the Customer Relations team and nationwide CRO network, ensuring alignment with KPIs and company objectives.


• Foster a high-performance culture through coaching, mentoring, and ongoing staff development Initiatives.


• Oversee recruitment, onboarding, and continuous training to build a skilled and motivated team.

Customer Experience & Conflict Resolution

• Serve as the final escalation point for complex customer issues, ensuring timely and satisfactory resolution.


• Collaborate with Senior Management, internal departments, and dealerships nationwide to address sensitive cases and deliver seamless customer experiences.


• Drive initiatives to enhance service quality and strengthen long-term customer relationships.

Feedback & Insights

• Oversee the collection and analysis of customer feedback, surveys, and performance data to identify trends and areas for improvement.


• Translate customer insights into actionable strategies to improve processes, programs, and overall customer satisfaction.


• Present findings and recommendations to senior management, highlighting key opportunities for improvement.

Process & Program Management

• Evaluate and continuously improve customer service processes to enhance efficiency, consistency, and quality across all dealerships.


• Lead the execution of customer service programs (e.g., rewards programs, car clubs, loaner car initiatives), ensuring effectiveness and alignment with customer needs.


• Implement process enhancements and measure their impact on customer satisfaction and operational performance.

Cross-Functional Collaboration

• Facilitate cross-department collaboration between Customer Relations, Sales, Service, and other department heads, ensuring alignment with supporting business partners in dealerships nationwide to deliver a unified and high-quality customer experience.


• Support dealership teams nationwide, in collaboration with business partners, to implement company standards and resolve escalated concerns.


• Promote collaboration across departments to drive customer-centric improvements.

Performance Monitoring & Reporting

• Establish and monitor key performance indicators (KPIs) for customer relations, ensuring targets are met.


• Prepare and present regular reports to senior management on department performance, customer satisfaction metrics, and strategic initiatives.


• Provide data-driven recommendations to enhance customer experience and achieve long-term organizational goals.

To be successful in this role you must be…

• A college graduate with a 4-year degree in Marketing or Business Management.


• Has a mi nimum of 5-8 years ' experience in customer relations/customer experience, preferably in the automotive industry.


• Has proven leadership in managing teams or nationwide CRO networks.


• Strong background in escalation handling and conflict resolution.


• Has background in diverse and multi-branch/dealer organizations , ensuring consistent customer standards.


• An individual s killed in developing strategies, cross-functional collaboration, and data-driven decision-making.


• Has an advanced customer experience strategies and industry benchmarking.


• Strong understanding of customer loyalty frameworks, retention programs, and service quality standards.


• Expertise in KPI development, analysis, and interpretation at a nationwide level.


• Knowledgeable in business strategy and organizational dynamics Impacting customer relations .


• Strong strategic planning, execution, leadership and people development skills.


• Strong foundation in executive management, stakeholder communication, and analytical and critical thinking.


• Has background with program development and implementation , influencing and negotiation at senior levels, visionary leadership and strategic decision-making, nationwide conflict and crisis management .


• An individual with data-driven problem solving and trend forecasting skills , program/policy management formulation and change


• Capable with executive-level reporting and presentation.

Working pattern and location:

Employment Type: Full-time Employee

Work Location: On-site

Working Hours: 45 hours, 5 days per week (7:30 AM to 5:30 PM)

Workdays: Monday - Friday

Location: Lot 24 Blk 11 Commonwealth Brngy. Holy Spirit Quezon City, Chery Showroom.

English Language Customer Service Problem Solving Strong Work Ethic Account Management Salesforce Technical Skills Sales Pitching and Closure Organizational Skills People Skills Interpersonal Skills

Working Location

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UNITED ASIA AUTOMOTIVE GROUP INC

HR Officer United Asia Automotive Group Incorporated