As a member of the Senior Leadership Team, you’ll lead, manage and develop a team of Client Relationship Managers (CRMs based in AU). You’ll provide consistent and sustained relationship-building processes for internal and external customers that ensure program and business success. You’ll be travelling to Manila; some travel maybe required to the US and the Dominican Republic, if required.

A SNAPSHOT OF YOUR ROLE

  • Managing and developing a team of CRMs to be skilled at analysing and addressing business requirements of the assigned programs

  • Recognising issues within the customer interaction while concurrently assessing needs and managing and executing within budget and commercial responsibility

  • Providing direction to the Client Relationship Management team for all aspects of multiple, concurrent programs including communications, key metrics monitoring, resources, risks, change control, issues, and commercial management

  • Ensuring that CRMs are tracking and reporting on progress and developing robust reporting tactics to report up to senior leadership on the health of each program

  • Expanding and enhancing Acquire BPO business relationships with existing clients by upselling, ensuring compliance with existing contracts and seeking cross-selling opportunities

  • Developing a high performing team including creating development plans, timely performance evaluations, monthly feedback and training or coaching as needed

A BOT ABOUT YOURSELF

  • 5+ years of experience in client management or related fields desired

  • Significant contact centre experience.

  • Ability to provide strong leadership and influence cross-functional stakeholders

  • Collaborative, Strong interpersonal, communication and team building skills

  • Strong negotiation, persuasion and problem-solving skills. Arbitrate and resolve conflict and ambiguity

  • Attention to detail and responsiveness

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