Job Summary:

The customer relationship manager oversees all customer service representatives and ensures all customers receive prompt service, all of requests or inquiries have been handled, and problems are resolved swiftly.

Duties and Responsibilities:

• Models “Customer 1st" behavior, delivers and encourages other Associates to deliver legendary Customer service

• Develops and manages a standardized process to review, evaluate, and report the performance of every marketing effort (online and offline)

• Develops and implements loyalty program.

• Manages Direct Mail List

• Manages all marketing research projects (primary and secondary) that support Marketing, e-Commerce and Merchandising teams. Provides intellectual resources and support that will improve the analysis and optimization of business opportunities and growth in terms of clients and sales.

• Leads team education in application and understanding of data and internal/external systems, makes presentations (written and verbal) of findings

• Makes recommendations for potential areas of improvement based on data analysis

• Supports the Marketing Director and the needs of the Marketing Department

• Directs and participates in special projects, as assigned that are mainly customer focused.

Job Details

Preferred Candidate

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