Customer Relationship Manager

2 weeks ago

Lahore, Punjab, Pakistan TUV Austria Bureau of Inspection & Certification (Pvt.) Ltd. Full time 900,000 - 1,200,000 per year

Company Description

TUV Austria Bureau Of Inspection & Certification (Pvt.) Ltd., previously known as Moody International (Pvt.) Ltd., is a market leader in Pakistan with its international headquarters in Vienna, Austria. The company offers independent 3rd party registration and certification services for various international ISO standards, including ISO 9000 QMS, ISO 14000 EMS, and Food Safety Certifications. They also provide technical inspection services and project management for industries like Oil & Gas, construction, and power. TUV Austria is renowned for its unwavering commitment to quality, with a "zero tolerance" policy towards unethical practices and HSE.

Role Description

This is a full-time, on-site role located in Lahore for a Customer Relationship Manager. The Customer Relationship Manager will be responsible for maintaining and enhancing relationships with existing clients, identifying opportunities for service improvements, and coordinating with various departments to ensure client needs are met. Additional tasks include resolving client issues, conducting regular client meetings, and ensuring that the highest level of customer satisfaction is achieved.

Key Responsibilities:

Client Onboarding & Engagement

  • Act as the primary point of contact for new clients during the onboarding process.
  • Issue welcome letters and provide necessary guidance to ensure a smooth client journey.
  • Maintain regular and professional communication with clients to address queries and concerns.

Client Relationship Management

  • Build and nurture strong relationships with clients to enhance trust and loyalty.
  • Collaborate with regional planning and operations teams to provide timely support and solutions.
  • Ensure client satisfaction through proactive follow-ups and feedback collection.

Contract & Renewal Management

  • Ensure timely execution and signing of re-certification contracts.
  • Monitor certification renewals and communicate reminders to clients.
  • Track contract updates and maintain accurate client documentation.

Data Management & Reporting

  • Maintain detailed and updated records of client interactions, contracts, and attrition rates.
  • Generate and submit regular reports on client performance, retention, and progress to management.
  • Identify potential risks of client attrition and propose corrective actions.

Performance & Compliance

  • Work towards achieving client retention and renewal targets.
  • Contribute to keeping attrition rates below defined thresholds.
  • Ensure compliance with company policies, industry standards, and client requirements.

Qualifications & Skills:

  • Bachelor's degree in Business Administration, Marketing, or a related field (Master's preferred).
  • 3–5 years of proven experience in customer relationship management, preferably in Certification, TIC (Testing, Inspection, Certification), or Service Industry.
  • Strong communication, negotiation, and interpersonal skills.
  • Proficiency in MS Office (Excel, Word, PowerPoint) and CRM tools.
  • Excellent organizational and time-management abilities.
  • Ability to work independently and collaboratively in a team environment.

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