Customer Relationship Specialist - Centurion, South Africa - Bidvest Facilities Management

Bidvest Facilities Management
Bidvest Facilities Management
Verified Company
Centurion, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

To provide business development support to the business engaging with customers to assess service satisfaction, ensure contract retention and support new business acquisition.


KEY PERFORMANCE AREAS (KPAs)
Develop an annual CRM plan that outlines annual objective, planned engagements, new initiatives, research etc. Monthly report on planning and outcomes to be provided. Develop Client retention strategies and implement. Monitor effectiveness of strategies and report monthly. Communicate plan to operations executives along with required support.

Development of relationships with key customers to understand their key challenges, their KPI's and our impact thereon, how we better support them and what parts of our service they appreciate and would like us to build on.

Engage operations and clients on a continuous basis for relationship building and contract assessment.

Where gap areas or contract challenges are identified, liaise with the CSMO and COO's to improve service delivery and possible upsell opportunities.

Support sales team in new business acquisition strategies by providing monthly feedback on competitor clients, identifying new business opportunities, and maintaining relationships on lost contracts.

Recommend and implement Customer Relationship Brand activities / initiatives bi-annually and report. Research, plan and manage client events and related networking opportunities.

Manage memberships Organizations / networking events on Membership Schedule

  • Update schedule of all industry bodies quarterly
  • Ensure annual memberships are kept up to date.
  • Review events / publications that may be of interest to our business / clients and report.
  • Recommend any other industry memberships for consideration.
Market research - to be provided in monthly report.

  • Local and international Market Reports/surveys and trends on the FM market, property market and anything else related to our industry.
  • Report on upcoming RFP's or opportunities in the market.
  • New trends/opportunities for growth or customer attraction/retention
  • Industry related developments/impacts/news

Administrative Functions:

Bi-annual customer surveys assessing client and customer satisfaction levels. Detailed report with scoring to be submitted 3rd week June and 3rd week November annually.

  • Client information
  • Overall score per contract and total survey population
  • Agreed survey questions (to be approved with CSMO prior to starting surveys)
  • Category comparisons across clients
  • Category comparisons across contract managers
  • Opportunity assessment
  • Risk assessment.
  • Present results to Exco quarterly.
Bi-annual client surveys - 60% to be surveyed by end May and 20 November annually.

  • Client information
  • Overall score per contract and total survey population
  • Agreed survey questions (to be approved with CSMO prior to starting surveys)
  • Category comparisons across clients
  • Category comparisons across contract managers
  • Opportunity assessment
  • Risk assessment.
  • Present results to Exco quarterly.
Thank you letter to be sent to all participants from CEO.

  • Continuous assessments in the form of interviews, surveys, questionnaires and other appropriate means to assess client satisfaction and possible changing client needs within the business. Feedback and recommended actions to be provided to CSMO and COO's and CEO within 1 week of assessment.
  • Arrange client meeting for new contracts with CEO / CSMO with gift / snack.
  • Maintain lost contract / opportunities schedule with relevant information such as competitor name, services, sites etc.
  • Maintain current contract schedule with relevant information such as key client / services, contact information, client preferences, sites etc. Maintain Top 10 competitor client list including their top 10 clients, geographical services,
  • Quarterly BFM mailer to clients
  • Continuous assessment of customer landscape for gaps or opportunities and make recommendations for upsell, retention, customer satisfaction.
  • Setup 5 meetings per month for CSMO with competitor clients / current contract client coming up for renewal within 12months / retender client list.
  • Ensure minimum stock levels on giveaways and client gifts are maintained at all times.
  • Arrange at least 1 annual expo / show / exhibition for new customer attraction.
  • Manage and execution of agreed annual CRM activities.


Events (cricket / lunches / staff sessions etc.) - provide proposed list of guests / attendees 2 weeks prior with detail plan of action incl estimated budget.

All changes to be approved.
Provide regular feedback.

Client birthdays - provide list of clients' birthdays for upcoming month. Arrange approved gift and card signed by Exco.

Annual agreed celebration days (World FM Day / Heritage Day etc.) - submit plan monthly.

Exhibitions / shows / events - prepare plan with budget and activities for approval 6 weeks prior to event.

Other - as agreed.

Reporting Functions

  • Weekly report on planned a
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