JOB DESCRIPTION FOR CLEAN ACE CUSTOMER RELATIONSHIP MANAGEMENT EXECUTIVE
Job Title: Customer Relationship Management Executive
Reports To: Branch Manager, General Manager
Supervises: Shop Customer Relationship Officer
SUBJECT

DESCRIPTION
Purpose

This role seeks to focus on the ability of the incumbent to attract, retain as well as generate new business referrals from all new customers.
Re-attract, retain and generate new business referrals from old customers of Clean Ace Drycleaners and Launderers.
Analyse market and customer information based on sales data on a monthly/periodic basis
Support immediate team/supervisor and branch shop CRO in their customer service delivery
Maintain an up-to-date data management system using statistical and forecasting tools.
Maintain a healthy business-customer relationship with all customers via periodic phone calls, e-mails, newsletter and other means of proper means of communication.

Key Roles and
Responsibilities



• To meet and greet all customers who transact business with Clean Ace Drycleaners and Launderers.
•To proactively work with customer requests, preferences, inquires to ensure constant service delivery and value is achieved from Clean Ace services.
•To measure customer service satisfaction and feedback with the aid of short questionnaires and all communication channels
•To investigate and solve with management support, long standing problems that may exist of may be passed on by the branch CRO • To analyse and report customer trends such as lifestyle, spending pattern and other factors that affect customer business. •To work with sales reports to generate new business information from new customer in order to accurately report business progress •To make regular and period phone calls, sms and follow up with new and existing customer with the aim to re-attract, retain and ensure business continuity •To render support to other departments within and outside Clean Ace Group •To manage customer databases independently and provide support to other departments on further requests for data

Required Competencies and Attributes
Ability to design questionnaire, source sample base, conduct and supervise customer
Ability to design qualitative and quantitative research methodologies Good analytical skills and numerate Good presentation and communication skills; must be familiar with PowerPoint, Excel and Word Familiar with statistic software is preferred, e.g. SPSS/SAS/AMOS

Experience and Qualifications
University degree in market research / marketing / business / management / statistics / economics / sociology / psychology or related fields.  A professional qualification in CRM will be of added advantage High Level Proficiency in (written/spoken) English.

Interested person(s) should send CV to bvokeowo@outlook.com