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Customer Relations Manager

2 months ago

Scarborough, Canada TuxMat Inc. Full time

Company Overview:


TuxMat is a brand specializing in premium car accessories. Our custom-fit car mats are designed to provide extreme coverage, while enhancing the interior aesthetics. We support a wide range of car models, ensuring a perfect fit and superior performance.

 

TuxMat is crafted from high-quality materials and features innovative designs to withstand wear and tear, repel water and spills, and maintain their appearance over time.

 

As we continue to grow, we are seeking an experienced Customer Relations Manager to join our team to grow our existing business relationships and create new client relationships for TuxMat.

 

About the Role:


The Customer Relations Manager, reporting to the Corporate Relations Director, is responsible for developing and cultivating relationships with TuxMat clients. They anticipate and respond to customers’ unexpressed needs, ensuring an exceptional experience - enabling the organization to grow revenue with existing customers and to promote new product developments.


Relationship Management:


·      Cultivate and maintain strong long-term relationships with key clients and their stakeholders.

·      Ensure a high level of customer satisfaction and maintain close contact with all customers.

·      Facilitate customer onboarding and integration for new clients and new business.

·      Act as the primary point of contact for all client interactions and inquiries.

·      Understand clients’ unique business operations, needs, challenges and objectives

·      Resolve customer complaints by investigating problems, developing solutions, preparing reports and making recommendations to management.


Market Growth and Relationship Strategy:


·      Accountable for developing relationships with clients based on internal objectives.

·      Maintains and enhances existing relationships with current clients to ensure the TuxMat footprint is maintained.

·      Create and implement strategies to enhance business with new clients, develop account maps and identify new market opportunities.

·      Identify opportunities to upsell and cross-sell additional services to key accounts, contributing to revenue growth (once new products have launched)

·      Identify various stakeholders, decision makers, influencers and executors associated with each new and existing TuxMat client and maintain frequent and transparent communications with each of these.

Stakeholder Management:

·      Communicate effectively with customers (external and internal) regarding potential challenges and successes.

·      Communicate and coordinate with the Product Team to ensure all appointments and scan requirements are proactively communicated and/or planned in advance.

·      Collaborates with internal departments, including Operations, Marketing, Product Development, and the Customer Service Group to streamline processes and optimize Customer Service and efficiency.


Monitoring and Reporting:


·      Provide documented activity reports of key account management efforts on a daily, weekly, and quarterly basis.


Key Candidate Attributes:


·      Effective Communicator- Exchanges information with clarity, empathy and understanding. Listens actively showing a genuine interest in what the speaker is saying. Tailors message to audience for maximum impact.

·      Customer Advocate/Customer Centric-Places customer needs first and works to deliver solution-based assistance through internal/external communication.

·      Empathetic- Willing and able to view situations from the perspectives of other

·      Influential/Persuasive- Possess the ability to effectively and compellingly convey ideas, opinions or information in a way that convinces others to adopt a particular viewpoint, take specific actions, or make decisions aligned to a particular goal.

·      Problem Solver-Effectively identifies and understands the cause of an issue, plans and executes practical solutions to issues as they arise.

·      Persistent-Does not take disinterest or a direct “no” personally. Uses rejection as an opportunity to fine tune prospecting activities to efficiently target the right prospects with the best strategies.

·      Growth Mindset-Makes continuous efforts to learn and grow, because of their belief in the fact that abilities are not innate but can be cultivated with persistent effort.


Requirements:


·      DCS / DEC (preferred)

·      5 years of Sales or Account Management Experience

·      Must be able to travel with in Ontario, not limited to the GTA, daily

·      Experience in the Automotive Industry as an asset

·      Account management, CRM management skills.

·      Valid Canadian Driver’s License

·      Some weekends work may be required upon request


80/20: 80% of work week will be traveling to client locations, 20% of work week in office location at 2111 McCowan Rd Scarborough, ON