The Customer Relationship Officer will be responsible for managing key client relationships, driving business growth within existing accounts, and supporting sales execution. The role requires an engineering background with hands-on exposure to the manufacturing industry, so as to understand customer technical requirements, communicate clearly with customers and internal teams, and make effective use of CRM and digital tools to enhance customer engagement and revenue growth.
Key Responsibilities
1. Customer Relationship Management
• Build, develop, and maintain long-term relationships with clients to ensure high customer satisfaction and retention.
• Act as the primary point of contact for all customer technical and commercial inquiries, resolving issues promptly and professionally.
• Understand customer requirements, including drawings, specifications and application needs, and provide tailored solutions to strengthen engagement and loyalty.
• Explain product features, technical specifications and manufacturing capabilities clearly to customers, in person, over calls and in writing.
2.
Business Growth & Market Development
• Drive revenue growth by expanding business with existing customers through upselling and cross-selling.
• Analyse market trends and customer behaviour to identify growth opportunities within the assigned region.
• Take proactive initiatives to expand market presence and strengthen relationship with the customer.
• Use technical knowledge of products and manufacturing processes to identify recent applications and opportunities within existing accounts.
3. CRM & Data Management
• Maintain accurate and up-to-date customer data, order pipeline, and interaction records in CRM tools.
• Ensure data integrity, proper lead tracking, and timely updates for effective decision-making.
4. Sales Support & Execution
• Prepare customer presentations, technical proposals, and commercial offers aligned with client requirements and drawings.
• Coordinate with inte