Customer Relationship Manager

SMG are passionate about supporting Independent retailers in the Flooring/Furnishing trade to ensure they can compete with online traders and with large multiple stores. Based in Theale, but representing a nationwide membership of around 350 independent stores, SMG is dedicated to negotiating the best possible prices and discounts by working closely with the leading manufacturers and suppliers within the home furnishings industries. 

We are seeking a highly motivated and experienced Customer Relationship Manager (CRM) to join our team. As a CRM, you will be the key point of contact for our independent retail clients, ensuring their needs are met, resolving issues, and developing strategies to build long-term relationships. You will work closely with the sales and marketing functions to provide excellent service and enhance customer experiences. This position is mainly office based but some travel may be required.

Key Responsibilities:

• Develop and maintain strong relationships with existing clients, ensuring customer satisfaction and retention.
• Serve as the primary point of contact for customer inquiries, issues, and requests.
• Analyse customer feedback and identify areas for improvement.
• Collaborate with internal teams to ensure customer needs are met in a timely and effective manner.
• Monitor customer success metrics and proactively address any concerns.
• Create and execute strategies to improve customer loyalty and retention.
• Conduct regular follow-up calls and meetings with clients to ensure their ongoing satisfaction.
• Manage and track customer account information in CRM systems.
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Skills and Qualifications

·      Demonstrable experience in a customer service role

·      Strong analytical and numerical skills

·      Fully computer literate in MS Office and able to use a CRM system

·      Excellent organisational and time management skills

·      Strong written and verbal communication skills

·      Outgoing and friendly disposition

·      Flexible approach and a can-do attitude

Benefits

·      Salary: £30 - £40k depending on experience

·      Private Health Cover

·      Company Pension Scheme

·      25 days holiday per year plus birthday off

·      Hours Monday – Friday 9am – 5pm