Customer Relationship Manager

Primer Group of Companies; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Primer Group of Companies is seeking a Customer Relationship Manager to build and sustain strong customer loyalty across all touchpoints. You will lead retention programs, analyze data, and collaborate with Sales, Marketing, Retail, and E-Commerce to deliver a seamless customer journey.

The role anchors our loyalty agenda through the CLP platform, translating insights into measurable improvements in trust and repeat purchases.

Qualifications

• 3–5 years of CRM, customer experience, or account management experience.
• Proficient in CRM platforms (Salesforce, HubSpot) and data analytics tools.
• Strong communication and leadership abilities.
• Bachelor’s degree; Master’s preferred.
• Customer-centric and adaptable in handling client concerns.

Responsibilities

• Develop and implement customer relationship strategies.
• Manage customer interactions across channels and resolve inquiries.
• Monitor and analyze customer data to identify trends.
• Lead retention initiatives, loyalty programs, and surveys.
• Collaborate with Sales, Marketing, Retail, and E-Commerce teams.
• Prepare reports on customer satisfaction and retention results.
• Lead and mentor a team delivering customer-focused service.
• Stay updated on CRM best practices and tools.
• Optimize CLP data for personalized offers and loyalty campaigns.
• Track retention, reactivation, and repeat purchases.
• Partner with Finance and Merchandising to measure loyalty ROI.

Skills

CRM strategies

leadership

communication

analytical thinking

customer experience

Education

Bachelor’s degree

Master’s degree preferred

Tools

Salesforce

HubSpot

Job description

The Customer Relationship Manager is responsible for building and maintaining strong relationships with customers to drive loyalty, satisfaction, and repeat business. The role develops and implements customer retention strategies, manages service programs, and ensures consistent, high-quality experiences across all touchpoints. By understanding customer behavior and feedback, the manager provides insights to improve service delivery, brand trust, and overall customer lifetime value. This role anchors Primer’s customer loyalty and retention agenda through the CLP platform, ensuring that customer insights are translated into measurable sales uplift and experience enhancement. It bridges service, analytics, and marketing to strengthen brand trust and repeat purchases.

Key Responsibilities

• Develop and implement customer relationship strategies that support brand objectives and enhance loyalty.
• Manage customer interactions, inquiries, and feedback across multiple channels, ensuring timely and professional resolution.
• Monitor and analyze customer data to identify trends, preferences, and opportunities for improved experience.
• Lead customer retention initiatives, including loyalty programs, satisfaction surveys, and after-sales engagement.
• Collaborate with Sales, Marketing, Retail, and E-Commerce teams to ensure a consistent and seamless customer journey.
• Prepare regular reports and insights on customer satisfaction, service performance, and retention results.
• Lead and mentor a team to deliver efficient, customer-focused service and maintain high satisfaction levels.
• Stay informed about market trends, CRM best practices, and emerging tools to continuously enhance customer experience.
• Optimize use of CLP data for personalized offers and loyalty campaigns.
• Track and improve retention, reactivation, and repeat purchase rates.
• Partner with Finance, Brand & Merchandising to measure loyalty ROI and customer value growth.

Job Qualifications

Education

• Bachelor’s degree in Marketing, Business, Communication, or related field; Master’s degree preferred.

Qualifications

• At least 3–5 years of experience in Customer Relationship Management, Customer Experience, or Account Management, preferably in the retail or lifestyle industry, with proven managerial or supervisory experience.
• Proficient in CRM platforms (e.g., Salesforce, HubSpot) and data analytics tools.
• Strong communication, problem-solving, and interpersonal skills.
• Excellent leadership and organizational abilities.
• Analytical mindset with the ability to translate customer insights into actionable strategies.
• Customer-centric, empathetic, and adaptable in handling client concerns.
• Preferably with certifications in CRM, Customer Experience, or Digital Marketing.