Customer Relationship Specialist at Bidvest Facilities Management

Job Description

To provide business development support to the business engaging with customers to assess service satisfaction, ensure contract retention and support new business acquisition.

KEY PERFORMANCE AREAS (KPAs)

• Develop an annual CRM plan that outlines annual objective, planned engagements, new initiatives, research etc. Monthly report on planning and outcomes to be provided. Develop Client retention strategies and implement. Monitor effectiveness of strategies and report monthly. Communicate plan to operations executives along with required support. Development of relationships with key customers to understand their key challenges, their KPI’s and our impact thereon, how we better support them and what parts of our service they appreciate and would like us to build on. Engage operations and clients on a continuous basis for relationship building and contract assessment. Where gap areas or contract challenges are identified, liaise with the CSMO and COO’s to improve service delivery and possible upsell opportunities. Support sales team in new business acquisition strategies by providing monthly feedback on competitor clients, identifying new business opportunities, and maintaining relationships on lost contracts. Recommend and implement Customer Relationship Brand activities / initiatives bi-annually and report. Research, plan and manage client events and related networking opportunities.

Manage memberships Organizations / networking events on Membership Schedule

• Update schedule of all industry bodies quarterly
• Ensure annual memberships are kept up to date.
• Review events / publications that may be of interest to our business / clients and report.
• Recommend any other industry memberships for consideration.

Market research – to be provided in monthly report.

• Local and international Market Reports/surveys and trends on the FM market, property market and anything else related to our industry.
• Report on upcoming RFP’s or opportunities in the market.
• New trends/opportunities for growth or customer attraction/retention
• Industry related developments/impacts/news

Administrative Functions:

• Bi-annual customer surveys assessing client and customer satisfaction levels. Detailed report with scoring to be submitted 3rd week June and 3rd week November annually. 

Client information

• Overall score per contract and total survey population
• Agreed survey questions (to be approved with CSMO prior to starting surveys)
• Category comparisons across clients
• Category comparisons across contract managers
• Opportunity assessment
• Risk assessment.
• Present results to Exco quarterly.
• Bi-annual client surveys – 60% to be surveyed by end May and 20 November annually.

Client information

• Overall score per contract and total survey population
• Agreed survey questions (to be approved with CSMO prior to starting surveys)
• Category comparisons across clients
• Category comparisons across contract managers
• Opportunity assessment
• Risk assessment.
• Present results to Exco quarterly.

Minimum Requirements

• Diploma or Degree in Business Administration or equivalent Sales & Marketing qualification.
• Matric (Senior Certificate)
• Valid Driver’s License
• Min 4yrs relevant experience in providing business support functions within Sales & Marketing environment.
• Solid Office Administration & Customer Service
• MS Word, MS Excel, MS Outlook, MS PowerPoint, MS Project & SAP

Key Competencies

• Result Oriented
• Basic Supervisory Skills
• Customer/Client Focused
• Teamwork
• Attentive To Detail
• Capacity Building
• Ability To Dealing With Ambiguity
• Relationship Building
• Stress Tolerant
• Interactive Reasoning
• Good Listening Skills
• Good Written Communication
• Planning & Scheduling
• Excellent Oral Communication