The CRM or customer relations manager is the link between the company and its clients, committed to maintaining high quality customer services. A key strategy in this post is the setting up of adequate staffing levels for the processing of customer complaints and other incoming calls. It’s the CRM manager’s job to ensure all goes smoothly in the CR department during busy times by supervising the team effectively and guiding members through difficult situations. Another important task is the forwarding of unresolved consumer complaints to upper management levels. Creating an effective script for call centre employees’ use and researching ways of improving customer service are other tasks
Strong interpersonal and dispute-resolving skills are essential, as is a commitment to customer service. Sharp attention to detail and the ability to express ideas in both everyday English and tech-speak are also important requirements. Successful applicants will likely have previous experience in the field plus a BA in business administration, management or a related field.
Salaries range from a low of £25,000 through a £32,500 average to the top-end at around £47,500, with banking and finance companies offering the highest rewards for experienced applicants.