ROLE SUMMARY
This role is responsible for managing the point of contact between the company and the client, ensuring strong relationships are built with new clients and providing ongoing support to improve these relationships. The focus is on growing and retaining existing clients by offering new solutions and services. Additionally, the role involves identifying new business opportunities to generate additional revenue by anticipating and understanding specific client needs.
Furthermore, they will be required to set the departmental strategy in alignment with the business commercial strategy by conducting industry analysis and staying informed of trends. The aim is to identify benchmarks for customer expectations. People management is critical, as this role involves driving and supporting a team of Customer Relationship Managers in line with business objectives.
QUALIFICATIONS
- Minimum: Customer Relationship Management Certification or Bachelor’s Degree in a relevant field
- Advantageous: BBA / MBA
EXPERIENCE
- 6+ years’ related experience (Customer Relationship Management and Sales to Corporate Clients).
- 3+ years’ experience in a senior managerial role.
- Demonstrated experience managing key accounts and a team of Customer Relationship Managers.
SKILLS & KNOWLEDGE
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
- Exceptional written and verbal communication skills (English).
- Understand service level agreements (SLAs).
- Expert knowledge of corporate customers and their needs.
- Expert in Customer relationship building.
- Expert Customer needs analysis and identification of Group products and services to cross sell.
- Expert in pricing principles and methodologies.
- Understands and applies commercial and financial principles to improve company performance.
- Ability to network with and influence senior stakeholders both internally and externally to achieve a predefined outcome.
RESPONSIBILITIES
Budget and Resource Management
- Ensure cost effective allocation and use of company resources.
- Compile annual budgets for exco approval and thereafter manage and implement accordingly with business requirements, sales and revenue targets and strategic objectives.
- In line with business objectives drive the team to ensure a consistent pipeline for business growth and increased revenue.
- Proactively analyse customers monthly stats and profitability to ensure that our billing to our clients is in accordance with our rating scale and their utilisation as per the service level agreement.
- Review and authorise all existing customer proposals, tenders/RFP/RFQ’s and customer contracts for final sign off by COO or CEO.
Strategy
- Represent the Company at public functions, events and external meetings to obtain lucrative leads for the Digicall Group.
- Conduct and chair team meetings. Ensure strategic objectives are regularly communicated to the team and guidance and support offered in terms of reaching these objectives.
- Define, develop and execute integrated strategies, plans and processes based on the insight into clients’ behaviours and to ensure optimal customer satisfaction.
- Assist in defining, developing and executing integrated strategies, plans and processes based on high-level sales strategies to drive revenue growth in existing Digicall South Africa (DSA) clients.
- Identify new business opportunities within existing clients and expand the client base as a secondary subordinated effort to servicing existing clients in collaboration with the Head(s) of Business Development.
- Work closely with Executives to align potential new sales with existing clients to the business objectives.
- Compile and present reports to keep the Exco Team and other internal and external stakeholders (key stakeholders) informed.
- Implement retention and optimisation strategies with the relevant stakeholders and ensure consistent execution.
- Proactively lead the business’s strategic account planning process and develop CRM performance objectives, upselling sales targets, and critical milestones for weekly/monthly/annual periods.
- Establish industry leading initiatives that influence the position of the business in the industry, solidifying its position as a market leader.
- Ensure alignment to the (DSA) commercial and overall business strategic objectives.
- Analyse and adapt new strategies to react to changing customer business trends.
- Cascade all the above strategy approaches to CRMs to replicate the same for their environment.
Operational
- Provide insight to Business Units on the short- and long-term goals of the various customers to implement the required change within the various business unit(s).
- Analyse data to understand why clients are satisfied/dissatisfied
- Develop deep insights into client needs and behaviours.
- Identify the people, process, and technology capabilities required to deliver desired client experiences in the market.
- Plan for the implementation of those experiences (across the different services provided by the company).
- Prioritize key requirements per customer as per the customer’s strategic plan that will adequately quantify performance on each requirement.
- Work with Business Units Operations to define enabling capabilities, infrastructure, and processes to ensure seamless execution, measurement, and continuous improvement.
- Analyse trends on all various service lines and proactively develop strategies in collaboration with CRMs to bridge the gaps identified.
- Drives best practices and continuous improvement programs to achieve and maintain industry leading customer satisfaction/experience metrics.
- Present new products and services and enhance existing relationships.
- Conduct research to identify market opportunities to creatively execute to maintain and retain clients.
- To prepare and manage accurate presentations, proposals, plans and tender processes as required by various customers.
- Identify new market opportunities, including geographic expansion within existing clients.
- Stay ahead of competitors through market intelligence and innovation.
- Deep understanding of DSA industry trends, including automation, AI, and digital transformation.
- Work closely with clients to customise service offerings and optimise their processes.
HR Management
- Assist in the recruitment process of vacant roles.
- Responsible for the development and training of direct reports.
- Review and approve the talent management and succession planning of the CRM department.
- Drive and support sound and productive employee relations, good morale and productive work culture.
Client & Vendor Management
- Build strong and long-lasting relationships with clients through the creation of long-term planning and understanding of the competitive market to realize how best to retain high-value consumers.
- Critically analyse all customers return on investment to determine long standing profitability and sustainability
- Develop industry leading relationships with external key account contacts to ensure that the business receives constant leads on potential key clients.
- Develops and maintains healthy relationships and or lines of communication with senior managers and executives not excluding lower management key role players for all key accounts to guarantee smooth execution of account management plan.
- Ensure the customer expectations are met through the deliverables of the Customer relationship team by ensuring resolution of escalated client complaint queries with a clear understanding of the root cause analysis.
- Analyse root cause analysis to ensure client satisfaction interventions and address short comings
- Undertake a continual study of the market trends to understand how this will affect the customer.
- Ensure all customer documents, contracts, proposals etc are up to date and stored centrally.
- Audit customer documents, contracts, and proposals annually to make sure all is in order.
COMPETENCIES
- Examining Information: Analyses and processes information very effectively when solving problems. Very curios and good at asking probing questions.
- Providing Insights: Very quick at getting to the core of a problem. Will improve things and find ways to improve. Likely to trust own intuition.
- Pursuing Goals: Very ambitious and want to be successful. Achieves outstanding results, very persevering and will keep going no matter what.
- Developing Strategies: Good at developing effective long-term strategies and inspiring visions for the future. Highly likely to take a long-term view.
- Establishing Rapport: Very quickly establish rapport with people. Like making new friends and find making friends easy. Attach importance to and are effective in making a good first impression.
- Convincing People: Very persuasive, negotiates well and determined to make people listen to their views.
- Articulating Information: Presentation oriented, good at explaining things and confident when meeting new people.
- Making Decisions: Comfortable making quick decisions, prepared to make big decisions and take responsibility. Holds definite opinions on most issues and rarely change their minds.
- Producing Output: Works at a fast pace, works well when busy and copes well with multi-tasking.
- Understanding People: Good at listening and understanding how others are feeling and why people behave as they do. Is attentive and understands what motivate others.