Customer Relationship Management Manager

Role Overview:

We are looking for a passionate and dynamic Customer Relationship Manager (CRM) to join our team. The ideal candidate will be the face of Biotecnika for our clients, ensuring an excellent experience from onboarding through ongoing support. You will be responsible for maintaining strong relationships, resolving concerns, and driving client satisfaction and retention.

Team Management

Lead, coach, and manage a team of CRM executives to deliver high-quality customer service.

Allocate tasks, set performance goals, and conduct regular team reviews.

Provide ongoing training and performance feedback to enhance individual and team productivity.

Foster a culture of accountability, empathy, and professionalism.

Process Management & Reporting

Ensure all client issues are addressed promptly and resolved efficiently.

Track and analyze CRM metrics, and prepare regular performance reports for senior management.

Recommend process improvements and implement CRM best practices.

Key Skills & Qualifications:

Bachelor's degree (preferably in Life Sciences, Business Administration, or a related field)

5-8 years of experience in Customer Relationship/Support/Account Management roles

Excellent verbal and written communication skills

Strong problem-solving abilities and conflict-resolution skills

Empathy, patience, and a customer-first mindset

Proficiency in CRM tools like Zoho, Salesforce, or HubSpot is a plus

Ability to work in a fast-paced, collaborative environment