Customer Relationship Manager - Bamenda

We are looking for a
Customer Relationship Manager.
The Customer Relationship Manager is a senior leadership role responsible for developing and executing customer relationship strategies that drive customer satisfaction, retention, loyalty, and long-term business growth. The role oversees customer engagement across the entire customer lifecycle, leads customer-facing teams, and acts as a strategic bridge between customers and the organization to ensure exceptional service delivery and sustained value creation.
Key Responsibilities
Develop and implement customer relationship and retention strategies aligned with organizational goals
Lead, coach, and manage customer relationship and customer service teams to deliver high-quality service
Own and manage relationships with key and strategic customers
Serve as an escalation point for complex or high-impact customer issues and ensure timely resolution
Monitor customer satisfaction, engagement, and retention metrics (e.g., CSAT, NPS, churn)
Analyze customer data and insights to drive continuous improvement initiatives
Collaborate closely with sales, marketing, operations, and product teams to enhance the customer journey
Design and optimize customer onboarding, engagement, and loyalty programs
Ensure accurate tracking of customer interactions using CRM systems and analytics tools
Prepare and present customer performance reports and strategic recommendations to senior management
Ensure compliance with service standards, policies, and customer service best practices
Identify opportunities for upselling, cross-selling, and long-term value creation
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