Customer Relationship Manager

Globe Telecom, Inc.; Cebu City; On-site; PHP 600,000 - 800,000; Full time

Job summary

Globe Telecom, Inc. in Cebu City is looking for a Customer Relationship Manager who will be responsible for building and maintaining strong relationships with clients to ensure satisfaction and loyalty. The ideal candidate should have over 5 years of sales experience in a B2B environment and a Bachelor’s degree.

Your responsibilities will include client retention, issue resolution, and performance analysis. Exceptional communication skills and a solid background in account management are essential.

Join us in promoting a diverse and inclusive workplace at Globe!

Qualifications

• 5+ years of sales experience in Technical, Enterprise, or B2B environment.
• Proven account management experience delivering client-focused solutions.
• Exceptional communication skills and ability to deliver presentations.

Responsibilities

• Develop and nurture relationships with clients by understanding their needs.
• Retain existing clients by addressing concerns and providing high-level service.
• Serve as the main point of contact for clients, ensuring effective communication.
• Identify opportunities for upselling and collaborate to generate revenue.
• Handle and resolve client complaints or issues promptly.
• Monitor client metrics to identify trends and recommend improvements.

Skills

Sales experience

Account management

Communication skills

Attention to detail

Education

Bachelor’s Degree

Job description

Job Description

A Customer Relationship Manager is responsible for building and maintaining strong relationships with clients to ensure satisfaction, retention, and loyalty.

Responsibilities

• Relationship management: Develop and nurture relationships with clients by understanding their needs, goals, and preferences and actively engaging to build trust.
• Client retention: Retain existing clients by addressing concerns, resolving issues, and providing high-level customer service; proactively identify and mitigate risks.
• Account management: Serve as the main point of contact for clients, ensuring effective communication and responsiveness; provide regular updates on product/service enhancements and industry trends.
• Upselling and cross-selling: Identify opportunities to expand product/service offerings and collaborate with sales to generate new revenue streams; present value propositions to encourage upselling.
• Issue resolution: Handle and resolve client complaints or issues promptly; Escalate complex cases to appropriate stakeholders.
• Performance analysis: Monitor and analyze client metrics (satisfaction scores, retention rates, revenue growth) to identify trends and recommend strategies for improvement.
• Contract and agreement management: Collaborate with legal and finance to maintain and renew contracts and agreements and ensure compliance with SLAs.
• Client feedback and surveys: Conduct regular surveys or interviews to gather insights, identify improvement areas, and measure satisfaction.
• Continuous improvement: Stay updated with industry trends, competition, and best practices in client relationship management and propose process improvements.

Requirements

• 5+ years of sales experience in Technical, Enterprise, or B2B environment.
• Proven account management or relevant experience delivering client-focused solutions.
• Industry background in Telco, ICT, IT, FMCG, Retail, Manufacturing, Non-Food, Logistics.
• Exceptional communication skills and proven effectiveness in delivering presentations.
• Attention to detail and ability to meet deadlines.
• Bachelor’s Degree in any field.

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants; any form of discrimination is not tolerated throughout the entire employee lifecycle.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here.