Customer Relations Manager

2 days ago

Fort Bonifacio P, Philippines Facilities Managers,inc Full time ₱360,000 - ₱420,000 per year

About the Company

We are a premium electric vehicle brand at the forefront of sustainable mobility in the Philippines. Our mission is to deliver exceptional vehicles that embody performance, innovation, and environmental responsibility. We take pride in providing a customer experience that reflects our brand's commitment to quality, technology, and trust.

Qualifications:

· Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

· Postgraduate studies (MBA or similar) are an advantage.

Professional Experience

· Minimum of 5 years of professional experience in customer relations, CRM management, or customer experience roles.

· Experience in the automotive, luxury, or technology-driven industries highly preferred.

· Proven capability in implementing and managing CRM platforms and related technologies.

Key Responsibilities

1. Customer Relationship Management

· Lead the development and implementation of a comprehensive customer relations strategy.

· Oversee customer engagement across all touchpoints — from inquiry and test drive to purchase and ownership.

· Establish clear service standards, ensuring each customer interaction reflects a premium brand image.

· Proactively address customer inquiries and issues with professionalism, empathy, and effective resolution.

2. CRM Platform and Data Management

· Manage and optimize the company's CRM system to ensure accurate, secure, and updated customer information.

· Leverage technology and data analytics to understand customer behavior and create actionable insights.

· Develop reports and dashboards to monitor engagement levels and customer satisfaction.

· Support digital integration across channels to improve process efficiency and data-driven decision-making.

3. Customer Retention and Loyalty Programs

· Design and manage customer retention initiatives, including membership, loyalty, and referral programs.

· Introduce personalized engagement campaigns to strengthen post-purchase relationships.

· Monitor customer retention metrics and identify improvement opportunities through feedback and analytics.

4. Cross-Functional Collaboration

· Collaborate closely with Sales, Marketing, and After-Sales teams to ensure a seamless customer experience.

· Provide customer insight reports to guide business improvements and product development.

· Conduct regular briefings and training sessions to ensure staff understand and apply best practices in customer handling.

5. Reporting and Performance Management

· Develop and maintain Key Performance Indicators (KPIs) such as Net Promoter Score (NPS), satisfaction ratings, and repeat-purchase trends.

· Provide management with regular performance and insight reports.

· Recommend strategic actions to continuously enhance customer engagement and brand loyalty.

Job Types: Full-time, Permanent

Pay: Php30, Php35,000.00 per month

Work Location: In person

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