Job Description

The Customer Relationship Manager is responsible for developing and managing strong relationships with key customers to ensure high levels of satisfaction, retention, and business growth. The role requires strategic thinking, leadership, and the ability to manage customer engagement initiatives across the organization.

Key Responsibilities

• Develop and implement customer relationship strategies to improve customer satisfaction and loyalty.

• Manage and maintain relationships with key clients and stakeholders.

• Lead the customer relations team and ensure high-quality service delivery.

• Monitor customer feedback and implement improvements to enhance customer experience.

• Resolve complex customer issues and ensure timely and effective solutions.

• Collaborate with sales, marketing, and operations teams to align customer service strategies with business goals.

• Analyze customer data to identify trends, opportunities, and areas for improvement.

• Prepare reports on customer performance metrics, retention rates, and satisfaction levels.

• Develop programs and initiatives to strengthen long-term customer partnerships.

Qualifications and Experience

• Master’s degree in Business Administration, Marketing, Customer Experience Management, or a related field.

• 5–10 years of professional experience in customer relationship management, client services, or account management.

• Proven experience in a managerial or leadership role managing customer-facing teams.

• Strong knowledge of CRM systems such as Salesforce or HubSpot.

• Excellent communication, negotiation, and interpersonal skills.

Key Skills

• Strategic relationship management

• Leadership and team management

• Customer experience optimization

• Data analysis and reporting

• Conflict resolution and problem solving

• Business development awareness

Key Performance Indicators (KPIs)

• Customer satisfaction score (CSAT)

• Customer retention rate

• Client relationship growth and engagement

• Resolution time for customer issues

• Overall customer experience improvement

Company Profile:

Nexon Group is a professional services firm specializing in auditing, accounting, and financial advisory services. The company is committed to helping organizations maintain financial transparency, regulatory compliance, and strong internal controls.

Salary: Not disclosed

Industry: Banking / Financial services / Broking

Functional Area: Finance / Auditing

Role Category: Relationship Manager

Employment Type: Full time

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