Customer Relationship Manager (Quezon)

Globe Telecom; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Globe Telecom invites a Customer Relationship Manager to strengthen client partnerships in Quezon. The role focuses on building trust, driving retention, and delivering tailored communications across telecom products.

You will coordinate with sales for opportunities, monitor satisfaction metrics, and ensure service excellence for enterprise clients. The ideal candidate has 5+ years in Telco/ICT or related B2B sales, superb presentation skills, and a proven track record in account management.

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 presentations.
• 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.
• Candidate must be flexible to work and be assigned in Quezon.

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

Skills

Relationship management

Communication

Account management

Negotiation

Client retention

Education

Bachelor’s Degree

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.

This role will be assigned in Quezon.

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

Candidate must be flexible to work and be assigned in Quezon.

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 Make

Your Passion Part of Your Profession.

Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

Globe Telecom, Inc. (Globe)

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

Vision

In everything we do, we treat people right to create a Globe of Good.

Mission

We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired. We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.