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Customer Relationship

The objective of the Customer Relationship Manager is to plan and implement direct communications to grow and develop the loyalty of the customer base in order to encourage repeat purchasing or additional sales.

• Developing and delivering a customer contact strategy to achieve repeat sales, up-sell and cross-sell goals and optimise customer satisfaction and loyalty
• Organising any necessary customer segmentation and identifying promotional activity which will increase sales to each segment
• Development of effective customer communications and promotional activity through liason with relevant external agencies
• Communicating effectively with all relevant departments to ensure awareness and understanding of customer communication strategy
• Monitoring service delivery and ensuring that each communication with customers, from whichever source, is consistent and in line with customer communication strategy

Analysing results of customer communication activity, using all available data both to refine the targeting and to recommend refinements to the products on offer

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