Customer Relations Manager

About the role

The Customer Relations Manager will lead the organisation's customer experience strategy, ensuring service excellence across retail, e‑commerce, loyalty and after‑sales channels. This senior role works cross‑functionally to create a seamless Unified Commerce experience for all customers.

Key responsibilities

• Develop and execute a comprehensive customer experience strategy for both physical and digital touchpoints.
• Set and maintain service excellence standards, policies and governance across all channels.
• Assess, optimise and monitor customer service operations, identifying gaps and driving improvement initiatives.
• Map, analyse and continuously improve customer journeys, centralising communications and standardising SOPs.
• Lead the implementation and optimisation of CRM and related customer‑experience technologies.
• Define, track and report on CX KPIs, creating accountability frameworks and corrective action plans.
• Design and deliver training programmes for managers and frontline teams, fostering a culture of service excellence.
• Drive transformation projects that introduce new processes, tools and continuous‑improvement practices.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Management, Customer Experience or a related field (Master’s degree is a plus).
• 8–10 years of experience in customer experience, retail operations, CRM or business transformation.
• Proven track record leading cross‑functional teams and omnichannel initiatives.
• Strong analytical, project‑management and stakeholder‑management capabilities.

Required skills

• CRM platforms