Customer Relationship Manager

Globe Telecom, Inc.; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Globe Telecom, Inc. is seeking a Customer Relationship Manager to build and maintain strong client relationships, ensuring satisfaction, retention, and loyalty across our enterprise portfolio.

You will serve as the primary contact, understand client needs, and coordinate with sales and support teams to deliver tailored solutions. The role emphasizes proactive relationship management, data‑driven performance analysis, and adherence to service levels.

Qualifications

• 5+ years of sales experience in a Technical, Enterprise, or B2B environment.
• Proven account management experience.
• Experience delivering client‑focused solutions based on customer needs.
• Background in telco, ICT, IT, FMCG, retail, manufacturing, non‑food, or logistics industries.
• Exceptional communication skills with a track record of effective presentations.
• Ability to articulate clearly and adapt to the evolving language of products and the telecommunications industry.
• Strong attention to detail and adherence to deadlines.
• Bachelor’s Degree in any field.

Responsibilities

• Relationship management: develop and nurture client relationships by understanding their needs, goals, and preferences, and actively engage to build trust.
• Client retention: focus on retaining existing clients by addressing concerns, resolving issues, and providing high‑level customer service.
• Account management: serve as the main point of contact for clients, ensuring effective communication and responsiveness to inquiries.
• Upselling and cross‑selling: identify opportunities to expand product or service offerings and collaborate with the sales team to generate new revenue streams.
• Issue resolution: handle and resolve client complaints in a timely manner, escalating complex issues to appropriate internal stakeholders.
• Performance analysis: monitor and analyze client metrics such as satisfaction scores, retention rates, and revenue growth, and use insights to recommend improvements.
• Contract and agreement management: collaborate with legal and finance teams to ensure contracts are maintained, renewed, and compliant with service level agreements.
• Client feedback and surveys: conduct regular surveys or interviews to gather insights, identify areas for improvement, and measure satisfaction.
• Continuous improvement: stay updated on industry trends and best practices, and proactively suggest and implement process enhancements.

Skills

Relationship management

Account management

Communication skills

Presentation skills

Attention to detail

Time management

Education

Bachelor’s Degree

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 client relationships by understanding their needs, goals, and preferences, and actively engage to build trust.
• Client retention: focus on retaining existing clients by addressing concerns, resolving issues, and providing high‑level customer service.
• Account management: serve as the main point of contact for clients, ensuring effective communication and responsiveness to inquiries.
• Upselling and cross‑selling: identify opportunities to expand product or service offerings and collaborate with the sales team to generate new revenue streams.
• Issue resolution: handle and resolve client complaints in a timely manner, escalating complex issues to appropriate internal stakeholders.
• Performance analysis: monitor and analyze client metrics such as satisfaction scores, retention rates, and revenue growth, and use insights to recommend improvements.
• Contract and agreement management: collaborate with legal and finance teams to ensure contracts are maintained, renewed, and compliant with service level agreements.
• Client feedback and surveys: conduct regular surveys or interviews to gather insights, identify areas for improvement, and measure satisfaction.
• Continuous improvement: stay updated on industry trends and best practices, and proactively suggest and implement process enhancements.

Requirements

• 5+ years of sales experience in a Technical, Enterprise, or B2B environment.
• Proven account management or related experience.
• Experience delivering client‑focused solutions based on customer needs.
• Background in telco, ICT, IT, FMCG, retail, manufacturing, non‑food, or logistics industries.
• Exceptional communication skills with a track record of effective presentations.
• Ability to articulate clearly and adapt to the evolving language of products and the telecommunications industry.
• Strong attention to detail and adherence to 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.