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What does a Customer Relations Manager do?

Updated January 8, 2025
8 min read
Quoted Expert
Vele Galovski
What does a Customer Relations Manager do

Customer relations managers focus on maintaining close connections with customers. It is done through marketing strategies that will continue to engage customers daily. Constant communication creates a closeness with customers and, in the end, solidifies trust and confidence in the company's products and services. The role of the customer relations manager is crucial for maintaining a solid customer base for the company. A customer relations manager must have good communication and interpersonal skills.

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Customer relations manager responsibilities

Here are examples of responsibilities from real customer relations manager resumes:

  • Create, manage, and optimize websites, blogs, social media pages, twitter accounts.
  • Work within standing orders to help patients effectively manage their diabetes though medications and other specialty consultations.
  • Provide oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures.
  • Collect and distribute payroll bi-weekly.
  • Complete payroll information require to include punch details and other payroll information as needed.
  • Develop and cultivate vendor relationships constructing a prefer supplier base internally to be leverage across client base.
  • Administer corporate oversight of customer expectations and appropriate services to ensure alignment between customer practices and core customer service values.
  • Leverage quantitative and qualitative market research data to fine-tune labeling and POS designs that are well-received by a major national retailer.
  • Increase web traffic through superior SEO and SEM best practices.
  • Work with website developers to optimize the Snaptrends website using the latest SEO techniques.
  • Deploy CMS (Wordpress, Joomla and others) along with applying themes to their websites.
  • Stock framing sales floor and maintain cleanliness of frame shop.
  • Maintain the cleanliness of the sales floor and cash wrap area.
  • Focuse ROI surpassing monthly assign goals and maintain 'visual standards' layouts to increase store traffic and sales.
  • Recommend the implementation of EDI and usage of external web portals to reduce costs associate with mailing and processing invoices.

Customer relations manager skills and personality traits

We calculated that 15% of Customer Relations Managers are proficient in Customer Issues, Customer Relations, and Customer Satisfaction. They’re also known for soft skills such as Leadership skills, Organizational skills, and Speaking skills.

We break down the percentage of Customer Relations Managers that have these skills listed on their resume here:

  • Customer Issues, 15%

    Developed excellent customer relations skills handling customer issues and concerns in the service department resolving them to customers satisfaction.

  • Customer Relations, 13%

    Mentored newly-hired Customer Relations Representatives.

  • Customer Satisfaction, 12%

    Analyzed numerical evaluation of Customer Satisfaction Index from Ford Motor Company, implemented procedures designed to improve sales and service ratings.

  • Dealership, 9%

    Discussed dealership customer satisfaction standings with general manager and department managers, monitoring significant changes and determining possible contributing factors.

  • Customer Complaints, 6%

    Leveraged innate conflict management ability to remedy international customer complaints caused by defective units, product malfunctions, and transportation damages.

  • Warranty Claims, 4%

    Assumed responsibility for submitting warranty claims for service department upon termination of individual in that position.

Most customer relations managers use their skills in "customer issues," "customer relations," and "customer satisfaction" to do their jobs. You can find more detail on essential customer relations manager responsibilities here:

Leadership skills. The most essential soft skill for a customer relations manager to carry out their responsibilities is leadership skills. This skill is important for the role because "public relations and fundraising managers often lead large teams of specialists or fundraisers and must be able to guide their activities." Additionally, a customer relations manager resume shows how their duties depend on leadership skills: "provided leadership, ownership and resolution to customer support problems. "

Organizational skills. Another soft skill that's essential for fulfilling customer relations manager duties is organizational skills. The role rewards competence in this skill because "public relations and fundraising managers are often in charge of running several events at the same time, requiring superior organizational skills." According to a customer relations manager resume, here's how customer relations managers can utilize organizational skills in their job responsibilities: "defined, measured and executed on key performance metrics for support to allow organizational growth and performance improvements. "

Speaking skills. This is an important skill for customer relations managers to perform their duties. For an example of how customer relations manager responsibilities depend on this skill, consider that "public relations and fundraising managers regularly speak on behalf of their organization." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a customer relations manager: "managed marketing & customer relations department, addressed/resolved customer service issues, and achieved high client resolution and satisfaction levels. ".

Writing skills. A big part of what customer relations managers do relies on "writing skills." You can see how essential it is to customer relations manager responsibilities because "managers must be able to write well-organized and clear press releases and speeches." Here's an example of how this skill is used from a resume that represents typical customer relations manager tasks: "assisted writing customer relations department policies and procedures. "

Communication skills. A commonly-found skill in customer relations manager job descriptions, "communication skills" is essential to what customer relations managers do. Customer relations manager responsibilities rely on this skill because "managers deal with the public regularly; therefore, they must be friendly enough to build a rapport with, and receive cooperation from, their media contacts and donors." You can also see how customer relations manager duties rely on communication skills in this resume example: "facilitated customer relationships by enhancing communication procedures which led to gaining return customers by 30%, thus maintaining customer loyalty. "

Problem-solving skills. While "problem-solving skills" is last on this skills list, don't underestimate its importance to customer relations manager responsibilities. Much of what a customer relations manager does relies on this skill, seeing as "managers sometimes must explain how the company or client is handling sensitive issues." Here is a resume example of how this skill is used in the everyday duties of customer relations managers: "implemented and managed outsource provider services with at&t; solutions customer care. "

See the full list of customer relations manager skills

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Compare different customer relations managers

Customer relations manager vs. Office manager

Office managers oversee the entire workplace. They maintain office processes and services to ensure that everything is running well. They manage office supplies by managing inventory and procurement procedures. They also device filing systems, create needed and relevant office policies, and ensure that all the policies are being followed. As a way to make sure that the office is in top shape, office managers supervise most of the logistical aspects inside the office. They also provide support to both management teams and the rest of the employees. They often act as the bridge between the two and would sometimes even assist in the training of new employees.

If we compare the average customer relations manager annual salary with that of an office manager, we find that office managers typically earn a $23,387 lower salary than customer relations managers make annually.Even though customer relations managers and office managers are distinct careers, a few of the skills required for both jobs are similar. For example, both careers require customer relations, customer complaints, and customer inquiries in the day-to-day roles and responsibilities.

While similarities exist, there are also some differences between customer relations managers and office manager. For instance, customer relations manager responsibilities require skills such as "customer issues," "customer satisfaction," "dealership," and "warranty claims." Whereas a office manager is skilled in "customer service," "patients," "financial statements," and "office operations." This is part of what separates the two careers.

Office managers tend to make the most money working in the construction industry, where they earn an average salary of $53,450. In contrast, customer relations managers make the biggest average salary, $65,724, in the automotive industry.On average, office managers reach similar levels of education than customer relations managers. Office managers are 2.1% less likely to earn a Master's Degree and 0.1% less likely to graduate with a Doctoral Degree.

Customer relations manager vs. Team manager

Team managers primarily manage the daily activities of their members. Their role includes setting targets, implementing guidelines, and supporting employees to solve any issues that may arise. It is their duty to make sure that the team's objectives are fully understood by all members and that they work closely to fulfill them. They must ensure that all of their members are working towards a common goal through constant monitoring. To manage the team, they may utilize certain principles, such as the SMART principle. They also train members to see to it that their goals are distinct, measurable, attainable, and timely.

Team manager positions earn higher pay than customer relations manager roles. They earn a $15,235 higher salary than customer relations managers per year.A few skills overlap for customer relations managers and team managers. Resumes from both professions show that the duties of each career rely on skills like "customer issues," "customer satisfaction," and "customer complaints. "

In addition to the difference in salary, there are some other key differences worth noting. For example, customer relations manager responsibilities are more likely to require skills like "customer relations," "dealership," "warranty claims," and "customer inquiries." Meanwhile, a team manager has duties that require skills in areas such as "patients," "taking care," "project management," and "performance management." These differences highlight just how different the day-to-day in each role looks.

Team managers earn similar levels of education than customer relations managers in general. They're 2.5% more likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.

What technology do you think will become more important and prevalent for Customer Relations Managers in the next 3-5 years?

Vele GalovskiVele Galovski LinkedIn Profile

VP of Support and Field Services Research, TSIA

1. Anything technology that enables digital and virtual is in higher demand.
- HelpLightning
-Connected Product
-Video/Remote Support
2. The downturn exposed the need for many industries to accelerate their investments in digital transformation.
-Extreme Remote Services: Ability to deliver a majority of your service portfolio remotely.
- Extreme Automation: Ability to leverage AI, machine learning, RPA to automate the deliver of sales and service motions.
-Digital Sales Motion: Digital led, data driven sales engagement model.

Customer relations manager vs. Desk manager

A desk manager's responsibilities focus on facilitating communication and performing organizational support tasks to maintain the smooth flow of operations at offices. Although the extent of their duties primarily depends on their company or employment industry, it usually includes handling calls and correspondence, answering inquiries, resolving issues and concerns, forwarding calls and messages, arranging appointments and schedules, organizing files, and overseeing various communication materials. In some offices, a desk manager manages different teams, supervising their performance while enforcing company standards and policies.

On average, desk managers earn higher salaries than customer relations managers, with a $8,358 difference per year.customer relations managers and desk managers both have job responsibilities that require similar skill sets. These similarities include skills such as "customer issues," "customer relations," and "customer complaints," but they differ when it comes to other required skills.

The required skills of the two careers differ considerably. For example, customer relations managers are more likely to have skills like "customer satisfaction," "dealership," "warranty claims," and "direct reports." But a desk manager is more likely to have skills like "crm," "sales process," "quality customer service," and "csi."

Desk managers typically earn similar educational levels compared to customer relations managers. Specifically, they're 1.2% less likely to graduate with a Master's Degree, and 0.2% less likely to earn a Doctoral Degree.

Customer relations manager vs. Account manager

Account managers are employees who act as the bridge between the company they represent and the client of the company. They are assigned to handle specific clients so that the company will be able to tailor-fit any product or service according to the clients' requirements. Account managers are responsible for maintaining a harmonious relationship between the two parties by ensuring that any agreement made is amenable to both the company and the client. They are also responsible for ensuring that the company will be able to provide the needs of the client within any limitation that the client may have. Account managers also ensure that the company's reputation and well-being are always considered in any dealings.

Account managers average a higher salary than the annual salary of customer relations managers. The difference is about $1,753 per year.While both customer relations managers and account managers complete day-to-day tasks using similar skills like customer issues, customer relations, and customer satisfaction, the two careers vary in some skills.

Even though a few skill sets overlap between customer relations managers and account managers, there are some differences that are important to note. For one, a customer relations manager might have more use for skills like "dealership," "warranty claims," "direct reports," and "toyota." Meanwhile, some responsibilities of account managers require skills like "customer service," "account management," "healthcare," and "crm. "

Account managers enjoy the best pay in the technology industry, with an average salary of $76,412. For comparison, customer relations managers earn the highest salary in the automotive industry.In general, account managers hold similar degree levels compared to customer relations managers. Account managers are 0.5% less likely to earn their Master's Degree and 0.2% less likely to graduate with a Doctoral Degree.

Types of customer relations manager

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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