Customer Relations Manager for St. Joseph Drug

5 days ago

Dagupan, Ilocos, Philippines AC Health Pharma Ventures, Inc. Full time ₱900,000 - ₱1,200,000 per year

Job Objective Summary

The Customer Relations Manager at St. Joseph Drug is responsible for fostering and maintaining strong, positive relationships with customers. This role ensures customer satisfaction, addresses concerns, and implements strategies to enhance customer experience across all touchpoints. The Customer Relations Manager acts as a key advocate for customers, working closely with various departments to ensure that customer needs are met and exceeded, aligning with St. Joseph Drug's commitment to being the most loved family healthcare pharmacy.

Duties and Responsibilities

  1. Customer Relationship Management:
    Develop and implement strategies to build and maintain strong customer relationships, ensuring high levels of customer satisfaction and loyalty.
  2. Customer Feedback Management:
    Monitor and analyze customer feedback from various channels (e.g., surveys, social media, in-store feedback) to identify trends, areas for improvement, and opportunities to enhance customer experience.
  3. Complaint Resolution:
    Effectively address and resolve customer complaints and concerns in a timely and professional manner, ensuring customer satisfaction and minimizing negative impacts.
  4. Customer Service Training:
    Develop and deliver training programs for staff on customer service best practices, ensuring consistent and high-quality customer interactions.
  5. Customer Experience Enhancement:
    Collaborate with relevant departments (e.g., marketing, operations, pharmacy) to identify and implement initiatives that improve the overall customer experience.
  6. Customer Communication:
    Develop and manage customer communication strategies, including newsletters, email campaigns, and social media engagement, to keep customers informed and engaged.
  7. Loyalty Program Management:
    Oversee and manage customer loyalty programs (e.g., SJ Greencard), ensuring their effectiveness in driving customer retention and engagement.
  8. Customer Data Management:
    Maintain accurate and up-to-date customer data, ensuring compliance with data privacy regulations and using data to inform customer relationship management strategies.
  9. Community Engagement:
    Represent St. Joseph Drug in community events and initiatives, building positive relationships and enhancing the company's reputation as a trusted healthcare partner.
  10. Performance Reporting:
    Prepare and present regular reports on customer satisfaction, complaint resolution, and other key customer relations metrics for senior management.
  11. Collaboration:
    Work closely with store managers and pharmacy teams to ensure consistent customer service standards across all branches.
  12. Policy Development:
    Contribute to the development and implementation of customer service policies and procedures.
  13. Market Research:
    Conduct market research to understand customer needs and preferences and use insights to improve customer relations strategies.

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