Broster Buchanan
Customer Relationship Management Manager
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Customer Relationship Manager
Job Purpose
The Customer Relationship Manager is responsible for retaining and growing an existing portfolio of corporate clients by building trusted relationships, delivering exceptional service, and identifying opportunities for account development. The role ensures high levels of customer satisfaction, proactively manages client relationships, and works collaboratively with internal teams to deliver an outstanding customer experience. The position also includes line management responsibility for one direct report.
Key Responsibilities
- Manage a portfolio of corporate client accounts, acting as the primary point of contact and developing strong, long-term relationships with key stakeholders.
- Conduct regular client meetings and reviews to understand business objectives, assess service performance, and identify opportunities to enhance customer satisfaction.
- Proactively resolve client issues and service concerns, ensuring timely escalation and effective resolution where required.
- Identify opportunities to retain, grow, and develop client accounts through additional products, services, and strategic account planning.
- Analyse client performance reports and management information to identify trends, risks, and opportunities, taking appropriate action to improve outcomes.
- Prepare and deliver business reviews, demonstrating service performance, value delivered, and future recommendations.
- Collaborate with internal teams to ensure seamless service delivery and a consistent customer experience.
- Maintain accurate client records, account plans, activity logs, and reporting within CRM and internal business systems.
- Manage, coach, and support a direct report through regular performance reviews, objective setting, and professional development.
- Monitor industry developments, market trends, and competitor activity to identify opportunities that support client retention and business growth.
- Represent the organisation professionally, maintaining high standards of customer service and acting as a trusted advisor to clients.
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Person Specification
Essential
- Proven experience in Account Management, Customer Relationship Management, or Customer Success within a corporate or business-to-business environment.
- Demonstrable success in client retention, account growth, and developing long-term customer relationships.
- Travel industry experience
- Excellent communication, negotiation, and stakeholder management skills, with the ability to engage confidently at all organisational levels.
- Strong analytical skills with the ability to interpret data, identify trends, and make informed business recommendations.
- Highly organised with excellent time management and the ability to manage multiple priorities effectively.
- Experience leading, mentoring, or supervising team members.
- Full UK driving licence and willingness to travel to client sites as required.
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Desirable
- Experience using CRM systems, reporting tools, and customer analytics platforms.
- Knowledge of the corporate travel industry or other service-led B2B sectors.
- Experience managing strategic or enterprise-level client accounts.
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