What does a customer relationship management manager do?
A customer relationship management manager is responsible for maintaining a healthy and long-term business relationship with customers and business partners to keep a positive reputation for the company and increase its market reliability. Customer relationship management managers analyze business functions and identify new business opportunities for revenue resources, as well as offering new services to the clients according to their interests. They also handle contract negotiations, respond to the clients' inquiries and concerns, and resolve complaints immediately.
Customer relationship management manager responsibilities
Here are examples of responsibilities from real customer relationship management manager resumes:
- Lead PPC, SEO, and social media marketing programs.
- Manage CRM products including email, SMS, social, and mobile apps.
- Manage all print, digital, mobile and web activities for B2B and B2C communications.
- Work to develop an RFP, manage collecting vendor bids, vendor selection and funding approval.
- Manage all testing plans relating to compatibility, qualification, benchmarks and validation between WPD and the OEM.
- Lead the development and execution of chain level consumer promotions, including POS display, radio and print advertisements.
- Involve in designing of GUI with CSS, XML and XSL, development of middle tier.
- Result in Aplicore CRM SaaS solution w/ Documentum
- Develop automate reports using ODS in SAS.
- Assist with testing cycle and design of regression scripts.
- Create department dashboard report for tracking the performance of KPIs.
- Configure SalesForce reports and dashboards to track sales and marketing funnel.
- Supervise development, design, architecture, testing, and regulatory compliance.
- Create reporting frameworks that identify KPIs that help drive executive level business decisions.
- Develop, modify html, css and JavaScript email content files from marketing team.
Customer relationship management manager skills and personality traits
We calculated that 8% of Customer Relationship Management Managers are proficient in Analytics, Salesforce, and Digital Marketing. They’re also known for soft skills such as Organizational skills, Creativity, and Interpersonal skills.
We break down the percentage of Customer Relationship Management Managers that have these skills listed on their resume here:
- Analytics, 8%
Participated in weekly cross-functional planning sessions to identify gaps in database analytics.
- Salesforce, 7%
Analyzed Microsoft Dynamics, SalesForce, ACT, Goldmine, RentalResult, Rental Man (RentalResult was chosen)
- Digital Marketing, 7%
Provide strategic direction across 4 vendor partners that will best utilize the Kellogg Digital Marketing IT applications and standards.
- Email Marketing, 6%
Created and managed the Quarterly United Airlines Mileage-Plus Email Marketing Campaign Calendar.
- Cloud, 6%
Point of Contact for leading CRM activities which consists of StarterDB, OVM, Cloud, and Customer PODS setups.
- Project Management, 5%
Participate in various regular meetings ranging from Project Management, Technical Implementation, Functional Configuration, and Legacy Systems Interfaces.
"analytics," "salesforce," and "digital marketing" are among the most common skills that customer relationship management managers use at work. You can find even more customer relationship management manager responsibilities below, including:
Organizational skills. The most essential soft skill for a customer relationship management manager to carry out their responsibilities is organizational skills. This skill is important for the role because "advertising, promotions, and marketing managers must manage their time and budget efficiently while directing and motivating staff members." Additionally, a customer relationship management manager resume shows how their duties depend on organizational skills: "guided process and training teams in business process improvement and organizational change, streamlining and automating processes for increased productivity. "
Creativity. Another soft skill that's essential for fulfilling customer relationship management manager duties is creativity. The role rewards competence in this skill because "advertising, promotions, and marketing managers must be able to generate new and imaginative ideas." According to a customer relationship management manager resume, here's how customer relationship management managers can utilize creativity in their job responsibilities: "developed multi-channel crm campaigns utilizing customer data, modeling, tactic, creative, testing, execution and analysis. "
Interpersonal skills. customer relationship management managers are also known for interpersonal skills, which are critical to their duties. You can see how this skill relates to customer relationship management manager responsibilities, because "managers must deal with a range of people in different roles, both inside and outside the organization." A customer relationship management manager resume example shows how interpersonal skills is used in the workplace: "advised personnel on process improvement and interpersonal skills. "
Analytical skills. customer relationship management manager responsibilities often require "analytical skills." The duties that rely on this skill are shown by the fact that "advertising, promotions, and marketing managers must be able to analyze industry trends to determine the most promising strategies for their organization." This resume example shows what customer relationship management managers do with analytical skills on a typical day: "implemented a data quality process using software that drove a data cleanup initiative that increased accuracy and usability of client data. "
Communication skills. Another common skill required for customer relationship management manager responsibilities is "communication skills." This skill comes up in the duties of customer relationship management managers all the time, as "managers must be able to communicate effectively with a broad-based team made up of other managers or staff members during the advertising, promotions, and marketing process." An excerpt from a real customer relationship management manager resume shows how this skill is central to what a customer relationship management manager does: "leverage customer data and segmentation to drive targeted communications. "
The three companies that hire the most customer relationship management managers are:
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Compare different customer relationship management managers
Customer relationship management manager vs. Marketing director
Marketing directors are responsible for the overall branding and marketing direction of the company. They are in charge of identifying goals and strategies related to marketing. They create strategies that cater to the target market of the organization's products and services to help with sales. They lead the company's marketing department and create the company's brand promise. They ensure that all marketing collateral is in line with the rest of the marketing campaigns of the organization. They should be updated on all the current trends in the marketing world.
These skill sets are where the common ground ends though. The responsibilities of a customer relationship management manager are more likely to require skills like "analytics," "salesforce," "cloud," and "customer service." On the other hand, a job as a marketing director requires skills like "market research," "sales strategies," "crm," and "press releases." As you can see, what employees do in each career varies considerably.
Marketing directors earn the highest salaries when working in the manufacturing industry, with an average yearly salary of $131,349. On the other hand, customer relationship management managers are paid more in the professional industry with an average salary of $102,923.On average, marketing directors reach lower levels of education than customer relationship management managers. Marketing directors are 8.6% less likely to earn a Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.Customer relationship management manager vs. Partner
A business partner is responsible for providing strategies and recommendations on how the business will operate, increasing its revenues while sharing profits. Business partners must have extensive knowledge of how the current market industry works to identify the best decisions for the business. A business partner should also be engaged in suggesting new services and offers that the company might consider for its clients. Business partners must also keep the confidentiality of their partnering business administration at all times.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that customer relationship management manager responsibilities requires skills like "analytics," "salesforce," "digital marketing," and "email marketing." But a partner might use other skills in their typical duties, such as, "patients," "healthcare," "patient care," and "catheter."
Average education levels between the two professions vary. Partners tend to reach lower levels of education than customer relationship management managers. In fact, they're 10.0% less likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.Customer relationship management manager vs. Manager/marketing director
A strategy manager is an individual who reviews a company's objectives for growth and works with executives to formulate actionable plans to achieve these objectives. To make comprehensive recommendations, strategy managers must conduct data analysis of the organization as well as the overall industry. They must provide assessments of market trends and identify business threats and opportunities. Strategy managers should also work with department heads to develop individual team goals and break them down into actionable steps for the employees to complete.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a customer relationship management manager is likely to be skilled in "analytics," "salesforce," "digital marketing," and "email marketing," while a typical manager/marketing director is skilled in "market research," "payroll," "r," and "press releases."
Managers/marketing director earn the highest salary when working in the manufacturing industry, where they receive an average salary of $77,050. Comparatively, customer relationship management managers have the highest earning potential in the professional industry, with an average salary of $102,923.managers/marketing director typically earn lower educational levels compared to customer relationship management managers. Specifically, they're 12.5% less likely to graduate with a Master's Degree, and 0.0% less likely to earn a Doctoral Degree.Customer relationship management manager vs. Manager, strategy
Types of customer relationship management manager
Updated January 8, 2025
