manager - customer relations

About the role

Customer Relations Manager is a key role in managing customer experience and customer relations at branch level. The role involves overseeing new customer onboarding, service delivery during contract periods, and long-term customer retention to ensure customers receive a premium experience aligned with i-Store standards and to position i-Store as the "First Choice" in the Self Storage business.

Key responsibilities

• Define and drive Customer Experience and Customer Relations strategies aligned with organizational objectives
• Analyze customer data and branch performance to propose strategic development approaches
• Oversee, monitor and analyze branch performance reports to present insights to management
• Ensure Customer Satisfaction, Retention and Conversion results across all branches
• Support revenue growth through Conversion and Upsell / Cross-sell initiatives
• Manage Customer Experience across all touchpoints and establish systematic complaint management procedures
• Nurture customer relationships throughout the Customer Lifecycle to build Loyalty and Customer Lifetime Value
• Ensure service standards (Brand Standard) are consistent across all branches
• Review and improve service quality to align with KPIs and organizational standards
• Establish systems and analyze Customer Feedback and Complaints to improve service quality

About you

• Ability to manage overall branch operations and support new branch openings
• Ability to work collaboratively with Sales, Marketing and Operations teams to enhance Customer Journey
• Ability to manage and develop Customer Relations teams at all levels
• Ability to establish guidelines and standards for Customer Database management and correct, complete use of IMS / ERP systems for strategic analysis
• Ability to establish training frameworks to develop team skills in Service Mindset, Product Knowledge and customer service across all branches
• Ability to instill premium Service Mindset and develop teams to consistently deliver customer experience across all branches
• Ability to communicate i-Store Service Standards and Brand Experience to teams for deep understanding