We are seeking a dynamic and results-driven Customer Relations Project Manager to join our team. In this role, you will be responsible for overseeing and optimizing our customer relations initiatives to enhance customer satisfaction and loyalty. The ideal candidate will possess a deep understanding of customer-focused strategies, strong project management expertise, and the ability to collaborate effectively with cross-functional teams.
Responsibilities:
- Project Leadership:
- Lead and manage customer relations projects, from inception to successful completion.
- Define project scope, objectives, and deliverables in alignment with our customer-centric goals.
- Develop comprehensive project plans, timelines, and budgets.
- Monitor project progress, track milestones, and proactively address any issues.
- Collaborate seamlessly with teams across the organization to ensure project success.
- Customer Relationship Enhancement:
- Develop and execute strategies to enhance customer relationships and build loyalty.
- Create and implement mechanisms for collecting customer feedback, including surveys, focus groups, and feedback channels.
- Identify opportunities for improving self-service channels and enhancing user experiences.
- Ensure that self-service platforms are user-friendly, efficient, and up-to-date.
- Stakeholder Engagement:
- Work closely with various departments, including product development, marketing, and customer support, to translate customer feedback into actionable initiatives.
- Ensure the seamless integration of self-service solutions across the organization.
- Effectively communicate project progress, goals, and benefits to stakeholders.
- Actively gather and incorporate feedback from internal teams and customers to continually refine self-service offerings.
- Data Analysis and Reporting:
- Analyze data to identify trends and opportunities for continuous improvement.
- Regularly monitor and report on the progress and impact of customer-driven initiatives.
- Generate comprehensive reports and presentations to convey valuable customer insights to stakeholders.
- Documentation and Training:
- Create and maintain documentation for self-service solutions, including user guides and FAQs.
- Develop training materials and provide training to internal teams and customers as needed.
- Ensure that self-service resources are easily accessible and well-maintained to support user needs effectively.
- Bachelor's degree in business, marketing, or a related field.
- Proven experience in self-service project management and technology implementation.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Analytical mindset with a focus on data-driven decision-making.
- Ability to handle high-pressure situations and make sound judgments.
- Ability to manage multiple projects and priorities simultaneously.
- Proficiency in self-service technology platforms and tools, such as LiveChat, Intercom, etc.
- Passion for delivering outstanding customer experiences.
