Customer Manager Job Description

Customer Manager Job Description

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Customer manager provides direction for program product offerings, marketing plans and growth objectives based on understanding of market demands.

Customer Manager Duties & Responsibilities

To write an effective customer manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Assist in the organization, development and championing of the annual customer strategy marketing plan, and present supporting marketing or customer solutions and/or tactics
Facilitate and partner with Customer Consultant (CC) team to ensure customer familiarity with Elsevier products and usage
Understand and represent the consumer perspective through a CRM approach, linking market research, customer information, product/service strategies and translate into achievable business results as applicable
Identify cross-product and/or cross-business synergies with a holistic view of the customer to enhance efficiencies and better serve business needs
Assess customer satisfaction and proactively address escalations and support requirements
Track and report on customer or user feedback to account and product development teams
Make strategic, tactical, and immediate operational/logistical decisions that lead to providing superior customer support and “preferred vendor” status
Responsible for mentoring and development of the customer service agents
Developing customer service procedures, policies and standards in accordance with ISO standards
Participate in internal audits (system audit, process/ product audit), preparing and leading customer audits

Customer Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Manager

List any licenses or certifications required by the position: PMI, PMP, ITIL, LEAN, CP, SCP, SHRM, PHR, SPHR, CBP

Education for Customer Manager

Typically a job would require a certain level of education.

Employers hiring for the customer manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, Education, Engineering, Marketing, Science, MBA, Management, Technical, Computer Science, Business/Administration

Skills for Customer Manager

Desired skills for customer manager include:

Web based applications
Customer
Market and principal—involve marketing
Technology and administrative resources to accomplish objectives
Applicable laws
Regulations and codices for pharmaceutical industry
NHS
OEM product qualification processes and a broad-based understanding of the storage industry
Competitor’s position
Major national healthcare groups

Desired experience for customer manager includes:

Project Management – proven track record in managing change, driving operational excellence improvements and ability to influence the culture of the business
Speed of execution - the ability to act decisively, use sound judgement and move the business with pace towards goals
Exceptional data analysis skills, preferably including the use of web analytics tools
Shared responsibility for revenue achievement with Account Teams and Solution Specialist Teams consisting of renewals and new sales
Must be Project Management Professional (PMP) Certified
Participate in Root Cause Analysis including incident and problem management activities

Customer Manager Examples

1

Customer Manager Job Description

Job Description Example
Our innovative and growing company is hiring for a customer manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer manager
  • Responsible for mapping the entire customer journey and identify loyal and non-loyal customer segments
  • Develop a cost reduction strategy incorporating both manufacturing process and supply chain optimization that will provide the customer with an effective and ongoing cost reduction plan
  • Brief internal and external creative teams to develop rich product tool kits for customer level activation
  • Track metrics on customer adoption and retention, and adjust coverage model as needed to optimize results
  • Support customer-centric philosophy in all team communications
  • Monitor and evaluate the performance of the operational department, increasing its effectiveness and efficiency by driving continual process improvements to achieve business goals and maximise customer service
  • Manage and create 1-to-1 customer journeys across marketing, sales, and service and make recommendations
  • Responsible for defining the moments that matter, create personalized journeys based on customer behavior, preferences, or any data point
  • Manage trigger email campaigns and journey/workflows throughout the customer lifecycle to increase lead conversion
  • Manage and develop the strategy to increase customer engagement, retention and loyalty
Qualifications for customer manager
  • Heavily involved in testing key system changes/enhancements as they relate to their customers
  • BS, BA, or equivalent 4 year degree in Business Administration, Logistics, or related professional experience is required
  • Demonstrated ability to work effectively with/across internal departments and representing HBI’s best interests while fostering positive relationships with Billion plus retail base
  • Knowledge of Service Delivery Portfolio for BL Managed Services
  • Knowledge of main tools used in Mobile Telecommunication Network management (Including the Information Technology network used to implement the business processes)
  • Knowledge of performance and quality management used in operators daily routines
2

Customer Manager Job Description

Job Description Example
Our growing company is looking for a customer manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer manager
  • Interface with customer PMO and other stakeholders throughout program
  • Work with and support outside contractors and customer installers to ensure project deployment timeliness and quality
  • Must be knowledgeable of project scope and contract requirements, training programs, customer expectations and needs, and local regulatory and cultural considerations
  • Monitor Customer level CM1 (contribution margin) & find ways to improve it
  • Ensure superior Service delivery / customer satisfaction & conduct associated benchmarking projects
  • Support the design of our beverage channel strategy and embed it into the annual planning process
  • Support the weekly beverage communication process to the sales team around upcoming activations and developments to the annual plan
  • Support the SKU End of Life process that starts from the retail shelf and works back to the supply chain
  • Act as a leader within the “hub of the wheel”, running the cross-functional teams that execute new programs, launch products with excellence and track ongoing business results
  • Develop & deliver business rationale to cross-functional team members and leadership in order to gain alignment and drive projects forward
Qualifications for customer manager
  • Major in computer science, IT management or a relevant field
  • Excellent delivery experience in BSS Transformation
  • Ability to and comfort in challenging people’s ideas in a constructive way
  • Omani national is needed
  • Ability to work with governmental departments and have strong connections
  • GCSE (or equivalent) in English and a strong knowledge of Microsoft Office applications including Word and Excel
3

Customer Manager Job Description

Job Description Example
Our company is looking for a customer manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer manager
  • E2E responsibility for the delivery of all projects and maintenance releases within the customer environment
  • The entry point for all project and maintenance requirements raised by the customer
  • Priotise different projects and activities with the customer and account manager and align all expectations
  • Establish, develop, and maintain a network among local and foreign banks, ECA’s, private insurance companies, to facilitate the commercial targets of customer financing in your assigned markets
  • Keep accurate records and provide meaningful feedback to the company regarding customer issues and needs
  • Manage the overall performance of the CQR team by tracking and monitoring key metrics
  • Develop ways to innovate or improve current processes and procedures for continuous improvements
  • Manage automations to respond to engagement such as Welcome Home Center visits, website interactions, and email opens to guide customers down the right path based on their current or predicted behavior and preferences
  • Manage and train all users on Journey Builder
  • Create and analyze reports using SalesForce and present to Division and Corporate associates with recommendations for strategy
Qualifications for customer manager
  • Capable for analyzing from a wide perspective foreseeing potential risks and issues in detailed process
  • This is a local position in Lusaka, Zambia
  • Experienced in Health care business consulting or Management consulting
  • Committed, passionate
  • Fluent in Slovak or Czech AND fluent English is essential
  • Projects for public sector experience
4

Customer Manager Job Description

Job Description Example
Our company is looking for a customer manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer manager
  • Drive alignment on business situations throughout the organization to include supply, Customer service, Sales Operations, Marketing and Sales on unique Customer and overall Brand initiatives (timing, quantity, unique offers)
  • Oversee the accurate documentation by customer service representatives of any information received from customers in the customer service software provided
  • Establish clearly defined financial objectives for customer accounts and partner with manufacturing and engineering to meet or exceed our targets
  • Provide the operational leadership needed to deliver flawless execution and customer issue resolution
  • Communicate on a regular basis with client staff to ensure customer service efforts meet the demands of the client
  • Identify and expedite customer complaints that require immediate attention and escalate situations as needed to client agency
  • Respond to individual customer/passenger concerns in a timely and positive manner that includes investigation and follow-up by phone, email, or mail
  • Possess expertise in using the Trapeze system, and other technology tools supporting the customer service function
  • Maintain database or log of customer complaints/compliments that can readily identify trends that may require additional training or management consideration
  • Serve as an expert to manage the team's ability to clearly, accurately and respectfully respond to customer questions regarding all policies, procedures including the fare system
Qualifications for customer manager
  • Focused on Customer business needs (Network and Information technology)
  • Experience working with ad servers (DFA, Atlas)
  • Advanced PC skills (Excel, Power Point)
  • The successful candidate will have previous experience of heading up a CRM function or of managing a diverse group of customer and third party partners and will be able to demonstrate a track record of forging strong relationships and facilitating cross party working
  • Proven track record of making an impact, developing and executing on strategies and delivering superior results in both the short and long term
  • Strong experience directing research agencies to deliver innovative research, love of conducting scrappy hands-on research
5

Customer Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of customer manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer manager
  • If directed by client, establish relationships with key consumer agencies to facilitate direct communication and feedback proactive customer focus
  • Maintains a dynamic and scalable customer service organization where resources are managed effectively and efficiently
  • Families responsible for the daily customer interactions with the company
  • Administer deduction operations in a manner which will contribute to company profits, customer stability and provide maximum protection to the accounts receivable investment
  • Manage data extensions to create subscriber list using Marketing Cloud or via SalesForce
  • Responsible for creating targeted segments based off of subscriber list
  • Utilize email, SMS, push notifications, ads, Web, and apps to reach customers on all digital channels
  • Responsible for using predictive intelligence to deliver timely, relevant content
  • Define specific goals, and measure everything from CTRs, timing, channels, conversions
  • Manage, track and report on email campaigns and implement A/B testing to optimize the lead nurturing journey and workflows
Qualifications for customer manager
  • Or business
  • Bachelor’s degree in business or engineering with 8 or more years of experience in the EMS industry and/or with relevant electronics OEMs
  • Has the ability to understand, summarize and explain complex technical, technological and business concepts and possess quantitative analysis ability, attention to detail, time management and organizational skills
  • A competitive nature
  • Optimising Promotional Investment
  • Must have experience working with MS Office Suite

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