Customer Relationship Manager

Globe Telecom, Inc.; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

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

You will act as the primary contact for clients, identify upsell opportunities with the sales team, resolve issues promptly, and analyze client metrics to drive service improvements while ensuring contracts and SLAs are maintained.

Qualifications

• 5+ years of sales in Technical, Enterprise, or B2B environment.
• Proven account management or other relevant experience.
• Experience in delivering client-focused solutions based on customer needs.
• Industry Background: Telco, ICT, IT, FMCG, Retail, Manufacturing, Non-Food, Logistics.
• Exceptional communication skills and proven effectiveness in delivering the needed presentation.
• Able to articulate well and keep up with the changing language of products and telecommunications industry.
• Keen attention to detail and adherence to deadlines.
• Bachelor’s Degree in Any Field.

Responsibilities

• Relationship management: Develop and nurture relationships with clients by understanding their needs, goals, and preferences.
• Client retention: Focus on retaining existing clients by addressing concerns and providing high level of service.
• Account management: Serve as the main point of contact for clients with effective communication and responsiveness.
• Upselling and cross-selling: Identify opportunities and present value propositions to encourage revenue growth.
• Issue resolution: Handle and resolve client complaints or issues in a timely and effective manner.
• Performance analysis: Monitor client metrics to identify trends and improvements.
• Contract and agreement management: Ensure contracts and SLAs are in place and renewed.
• Client feedback and surveys: Gather insights to improve processes and services.
• Continuous improvement: Suggest and implement process improvements to enhance loyalty.

Skills

Relationship management

Communication skills

Presentation skills

Client engagement

Education

Bachelor’s Degree in Any Field

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

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

DUTIES AND RESPONSIBILITIES

• Relationship management: Develop and nurture relationships with clients by understanding their needs, goals, and preferences. Actively engage and communicate with clients to build trust and ensure their satisfaction with the company's products or services
• Client retention: Focus on retaining existing clients by addressing any concerns, resolving issues, and providing a high level of customer service. Proactively identify and mitigate any risks or challenges that may impact client satisfaction or loyalty
• Account management: Serve as the main point of contact for clients, ensuring effective communication and responsiveness to their inquiries or requests. Provide regular updates on product or service enhancements, new offerings, or relevant industry trends
• Upselling and cross-selling: Identify opportunities to expand the range of products or services provided to clients and work collaboratively with the sales team to generate new revenue streams. Present value propositions and benefits to clients to encourage upselling or cross-selling
• Issue resolution: Handle and resolve client complaints or issues in a timely and effective manner. Escalate complex or critical issues to the appropriate internal stakeholders and ensure prompt resolution to maintain client satisfaction
• Performance analysis: Monitor and analyze client metrics, such as satisfaction scores, retention rates, or revenue growth, to identify trends and proactively address any challenges. Use data-driven insights to provide recommendations and strategies for improving client relationships
• Contract and agreement management: Collaborate with legal and finance teams to ensure contracts and agreements with clients are in place, accurately maintained, and renewed as required. Understand contractual terms and conditions and ensure compliance with agreed-upon service level agreements
• Client feedback and surveys: Conduct regular client feedback surveys or interviews to gather insights, identify areas for improvement, and measure client satisfaction. Utilize feedback to make necessary adjustments and enhancements to processes or services
• Continuous improvement: Stay updated with industry trends, market competition, and best practices in client relationship management. Proactively suggest and implement process improvements and strategies to enhance client satisfaction and loyalty

REQUIREMENTS

• 5+ years of sales in Technical, Enterprise, or B2B environment
• Proven account management or other relevant experience
• Experience in delivering client-focused solutions based on customer needs
• Industry Background: Telco, ICT, IT, FMCG, Retail, Manufacturing, Non-Food, Logistics
• Exceptional communication skills and proven effectiveness in delivering the needed presentation
• Able to articulate well and keep up with the changing language of products and telecommunications industry
• Keen attention to detail and adherence to deadlines
• Bachelor’s Degree in Any Field

Equal Opportunity Employer

Equal Opportunity Employer Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most.

Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose In everything we do, we treat people right to create a Globe of Good. Vision We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired. Mission We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.