What Does A Customer Relations Manager Do At Hp
* Run the team responsible for the HP.com email marketing, direct mail and other data-driven programs* Develop the CRM strategy for the HP installed base (consumer and SMB / HP.com and product registration) Define customer contact strategy, develop segmentation and targeting, and launch campaign personalization initiatives* Manage complex trigger/lifecycle communication programs, define business rules and launch new automation programs aimed at providing highly relevant messaging to customers* Manage agency partners (email and direct mail) responsible for campaign creative and operations (including deliverability)* Set financial goals for each program (email and direct mail), lay out testing roadmap and track/report on performance* Maintain the health of the HP installed base (full contactable universe) and periodically report back on the key performance indicators to management* Partner with internal stakeholders (merchandising, product marketing, WW marketing, analytics) to plan HP.com activities (sales, product introductions, promotional events, etc.) and define optimal CRM program support of these activities* Own the HP.com database marketing infrastructure and data integration with HP’s internal databases and multiple vendors; work to improve that infrastructure and build a true state-of-the-art CRM environment for the company* Partner closely with HP’s customer intelligence/analytics group to improve segmentation, test propensity models and drive loyalty* Help define HP’s future loyalty program and develop CRM support for it
What Does A Customer Relations Manager Do At Superior Group
Responsible for planning, organizing and managing information, resources and successful management of client requests Manage communication between key accounts and worldwide laboratories Assist the client's development, implementation and maintenance of documentation, standard operating procedures, quality assurance protocols and standards, and compliance with policies, procedures, and standards Prepare and participate in client meetings, conference calls and presentations, training seminars and/or tradeshows Assist in defining client's compliance, safety and quality consumer product testing approaches Update regulatory and program changes, escalate issues that do not meet client expectations to the management team for engagement and resolutions Monitor, identify and communicate any risk or opportunities based on account reviews Analyze program data, client performance measurements for trends, and inconsistencies and areas for improvement Provide continuous improvement of client programs for efficiency and effectiveness Utilize knowledge of client non-technical program requirements to benchmark programs against other clients Analyze data comparisons to standardize and improve the efficiency and effectiveness of client programs Ensure timely accurate and complete delivery of services including protocol development, technical questions, research, process questions and follow-up Regular communication to Account Management for outstanding projects updates Provide communication to the network regarding accounts and regular feedback to the operations and technical services and processes to optimize effectiveness
What Does A Customer Relations Manager Do At American Tower
* _* Create and manage a customer-centric team of APMs and Account Specialists that advocates a disciplined, consistent, and repeatable approach to customer service delivery.* Develop and execute on a strategic plan that provides for long-term customer success.* Manage a national budget for all customer modification activity for a national account, to include reporting and forecasting at the national and regional levels.* Hold team accountable for delivering financial results that are accurately and timely forecasted* Develop strong working relationships with respective regional and corporate leads in order to gain a better understanding of customers' needs, requirements and concerns.* Attend national customer and regional Sales meetings to provide quality analyses of and insight into customer activity.* Oversee the team's interaction and ensure maximum alignment with the Sales, Operations and Legal departments to manage resolution of issues that will vary significantly in complexity.* Act as the escalation point for all issues for assigned accounts.* Promote a proactive team environment that supports empowerment and focuses on cross-functional teamwork and proper communication to achieve results that are aligned with organizational goals and expectations.* Ensure consistency when negotiating matters with financial implications, including market level pricing, capital contributions, and one-time fees and waivers.* Provide new business revenue forecasting for all national amendment activity and hold team accountable for delivering accurate and timely results.* Collaborate to update and improve processes related to application creation through execution and ensure all customer-specific team guidelines are up to date, communicated and distributed to the team.* OTHER:_* Other duties as assigned* SUPERVISORY RESPONSIBILITIES:_* Supervise and manage the performance of APMs and Account Specialists.* Recruit, develop and retain staff, partnering with Senior Management, Recruiting and Human Resources.* This includes on-boarding and orientation for new hires.* Provide disciplined performance management for team.* Define and communicate annual goals, perform formal and informal performance reviews, and ensure changes and updates are communicated in a timely and professional manner.* Create strong collaborative team environment.* Proactively identify and resolve personnel issues in conjunction with Human Resources.*
What Does A Customer Relations Manager Do At Burlington Stores, Inc.
* Call Center Management* Single point-of-contact to the third party call center team to ensure a positive customer experience to both internal and external customers during all forms of contact (e.g., telephone, e-mail, social media, etc.).* Ensure timely and effective resolution of customer/store complaints by working directly with stores, field, and other corporate partners.* Conduct meetings and calibration calls with the call center to ensure established KPIs are being met.* Take escalated customer calls.* Answers questions and recommend corrective services to address customer complaints.* Manage the customer refund and appeasement processes, ensuring proper accounting and policies/procedures are followed* Development and implementation of call center process enhancements and standard operating procedures* Recommend and follow-through on policy/procedure changes based on customer feedback to improve the overall customer experience.* Identify contact drivers, prioritize and champion initiatives to address root cause and reduce contact volume by partnering across the organization* Analytics* Leverage and analyze call center trends, report data, and store OSAT results to continuously evolve customer service policies and practices.* Provide accurate and actionable data regarding complaint types based on all forms of customer feedback along with recommendations for resolution and process improvements.* Provide weekly/monthly reporting for Customer Feedback survey, analyzing trends and ensuring key management members are engaged in taking overt action to respond.* Manage and forecast expenses to ensure we are kept within prescribed budgets* In Store Customer Service Initiatives* Actively partners with the Director of Customer Experience and Customer Experience Specialist to provide recommendations on future initiatives and programs based on analytics and direct customer feedback.* Support development of communication/training vehicles to support all service initiatives.* Partner with appropriate field and corporate partners to ensure consistency of the service message. (e.g., field teams, marketing/social media team, etc
What Does A Customer Relations Manager Do At Hawaii Medical Service Association
* Lead department analytics initiatives to maximize contact center performance with the goal of delivering highly rated customer service (as measured by Performance Guarantees, First Call Resolution metrics and satisfaction surveys) and achieving all appropriate Vision 2020 (Māhie 2020) goals.* Work both independently and collaboratively across department lines to produce thorough and consistent analytics.* Develop recommendations for high-visibility decisions based on data, business intelligence, and critical thinking.* Create, test and successfully implement new predictive analytics processes, such as a comprehensive forecasting and scheduling model, to forecast inquiry volume across multiple channels, create staffing requirements and generate workforce management related reporting.* Effectively develop recommendations for contact center scheduling and staffing decisions based on data, business intelligence, and critical thinking.* Create and deliver meaningful, high-impact multi-media presentations from a variety of data sources to share insights from the contact center with internal business partners on an ad hoc and ongoing basis.* Present information to various internal stakeholders from executives to front-line staff with the goal of influencing business decisions through performance center analytics.* Drive improvements through analytics to achieve maximum MTM/First Call Resolution performance.* Use data from contact center performance, FCR and other sources to recommend business process changes that improve the customer experience and reduce inquiry volume, costs, or increases efficiency across the organization.* Provide timely, accurate, and actionable standard and ad hoc contact center reporting to a diverse internal customer base spanning multiple sites, lines of business, and departments within HMSA.* Serve as the Customer Relations liaison to other HMSA areas engaged in consumer analytics activities.* Build strong contacts with related areas to leverage organizational analytics resources with the goal of maximizing consumer satisfaction with HMSA services and products.* Represent Customer Relations in meetings and initiatives involving corporate-wide data analytics initiatives.* Perform other duties, special projects, and functions as assigned
