Customer Relations Manager
hace 1 semana
We are looking for an experienced and customer-focused **Customer Relations Manager (CRM)** to join our **GBS** **Hire to Retire (H2R)** team. This strategic role will act as a trusted partner to our internal clients, ensuring alignment with the organization's strategy and driving continuous service enhancement, innovation, and transformation.
As a CRM, you’ll collaborate across global and regional teams to co-create value-oriented solutions, enhance service delivery, foster customer satisfaction, and support transformation initiatives in the H2R domain. You’ll also play a key role in strengthening customer partnerships and translating business needs into impactful services.
**Key Responsibilities**
**Customer Engagement**
- Lead alignment across Hubs to prepare and conduct impactful customer meetings in close collaboration with our leadership and Service Lines.
**Strategic Partnership**
- Act as a strategic advisor, understanding P&O strategy to drive innovation and digitalization initiatives.
- Define and support transformation goals across departments.
- Encourage a culture of collaboration and adaptability.
- Initiate customer-specific services and support cross-Business Line contract negotiations with the Portfolio team.
**Account Management**
- Manage and exceed customer expectations through seamless collaboration with Service Lines, CRMs, Finance, and Portfolio teams.
- Tailor global solutions to local market needs.
- Oversee regional portfolio and demand using white spot analysis and Salesforce.
- Prepare and negotiate proposals/contracts with stakeholders including Legal and Product Managers.
**Customer Satisfaction**
- Monitor KPIs and user satisfaction in close collaboration with the People Experience team.
- Proactively address service challenges and prioritize escalations.
- Support cultural transformation and manage employee adaptation to change.
**Reporting & Analytics**
- Analyze business processes, detect inefficiencies, and propose improvements.
- Leverage local data insights to refine global solutions.
- Provide strategic reporting to highlight ROI and build long-term trust.
**Internal Coordination**
- Ensure smooth internal/external communication with teams and customers.
- Act as an operational liaison with Business Line Heads and represent them in meetings.
- Engage with day-to-day operations across service lines.
**Required Qualifications**
- Bachelor's degree required; Master's in Business Administration, Organizational Development, or HR is a plus.
- Minimum 5 years of experience in Business Process Outsourcing, Account/Project Management, or Human Resources.
- Proven success in shared services or HR environments with deep understanding of HR processes.
- Strong experience in customer relationship management and translating customer needs into end-to-end solutions.
- Excellent communication, interpersonal, and stakeholder management skills in a global setting.
- Analytical mindset with the ability to interpret data and identify trends.
- Demonstrated ability to manage multiple customer accounts and projects simultaneously.
- Strategic marketing acumen to promote business value and services.
- Strong collaboration with cross-functional teams including operations and project management.
- Results-oriented with a focus on both customer satisfaction and growth.
- Financial acumen and data-driven decision making.
- Fluent in English and Spanish; other languages are a plus.
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