Customer relationship manager - bamenda
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Description du poste
Détails de l'annonce
Poste proposé : Customer Relationship Manager - Bamenda
We are looking for a Customer Relationship Manager.
The Customer Relationship Manager is a senior leadership role responsible for developing and executing customer relationship strategies that drive customer satisfaction, retention, loyalty, and long-term business growth. The role oversees customer engagement across the entire customer lifecycle, leads customer-facing teams, and acts as a strategic bridge between customers and the organization to ensure exceptional service delivery and sustained value creation.
Key Responsibilities
- Develop and implement customer relationship and retention strategies aligned with organizational goals
- Lead, coach, and manage customer relationship and customer service teams to deliver high-quality service
- Own and manage relationships with key and strategic customers
- Serve as an escalation point for complex or high-impact customer issues and ensure timely resolution
- Monitor customer satisfaction, engagement, and retention metrics (e.g., CSAT, NPS, churn)
- Analyze customer data and insights to drive continuous improvement initiatives
- Collaborate closely with sales, marketing, operations, and product teams to enhance the customer journey
- Design and optimize customer onboarding, engagement, and loyalty programs
- Ensure accurate tracking of customer interactions using CRM systems and analytics tools
- Prepare and present customer performance reports and strategic recommendations to senior management
- Ensure compliance with service standards, policies, and customer service best practices
- Identify opportunities for upselling, cross-selling, and long-term value creation
Profil recherché pour le poste : Customer Relationship Manager - Bamenda
Required Qualifications & Experience
- Bachelor’s degree in Business Administration, Marketing, Management, Communications, or a related field
- Master’s degree (MBA or equivalent) in Business, Marketing, or Customer Experience Management
- 7–12 years of progressive experience in customer relationship management, customer experience, or client management roles
- Proven experience managing strategic customer portfolios and enterprise-level clients
- Demonstrated leadership experience managing and developing customer-facing teams
- Strong understanding of customer lifecycle management, retention strategies, and loyalty frameworks
- Hands-on experience with CRM platforms and customer analytics tools
- Proven ability to design and execute customer engagement strategies at a managerial level
- Excellent communication, negotiation, and executive stakeholder management skills
- Strong analytical, problem-solving, and decision-making capabilities
Key Competencies
- Strategic thinking and execution
- Customer-centric leadership
- Team development and performance management
- Conflict resolution and emotional intelligence
- Data-driven decision-making
- Cross-functional collaboration
- Accountability and ownership
Critères de l'annonce pour le poste : Customer Relationship Manager - Bamenda
- Métier : Commercial, vente - Gestion, comptabilité, finance - Marketing, communication
- Secteur d´activité : Banque, assurance, finances - Distribution, vente, commerce de gros - Industrie, production, fabrication, autres - Marketing, communication, médias - Transports, logistique, services postaux
- Type de contrat : CDI - CDD - Freelance
- Région : Bamenda - International
- Ville : Bamenda
- Travail à distance : Hybride
- Niveau d'expérience : Expérience entre 5 ans et 10 ans - Expérience > 10 ans
- Niveau d'études : Bac+4 - Bac+5 et plus
- Langues exigées : anglais > bon niveau
- Nombre de poste(s) : 20
- Salaire proposé : > 2 000 000 FCFA
- Management d'équipe : Oui
- Marketing Management
- Communication
- Comptabilité
- Gestion
- Customer Service
- CRM
- Marketing
- Tracking
- Design
- Client Management
Merci de signaler toute irrégularité en utilisant le formulaire de contact candidat et en sélectionnant l'objet "Signaler une annonce d'emploi".
