Relationship Manager - Strategic Retail

The Relationship Manager serves as a primary point of contact for assigned customers, ensuring a high level of service, operational performance, and customer satisfaction. This role is responsible for managing day-to-day customer relationships, resolving service-related issues, monitoring performance, and coordinating with internal departments and external partners to ensure timely resolution of customer needs.

Key Responsibilities

• Customer Relationship Management: Serve as the primary liaison for assigned accounts, building strong customer relationships through proactive communication, regular performance reviews, and timely issue resolution.
• Operational Oversight: Monitor daily service performance, including missed pickups, change order discrepancies, smart safe activity, and other service-related exceptions.
• Escalation Management: Investigate and resolve complex customer concerns by coordinating with branch operations, internal support teams, financial institutions, and third-party partners.
• Reporting & Analysis: Prepare and review customer performance reports, identify service trends, monitor SLA compliance, and communicate opportunities for improvement.
• Process Improvement: Identify recurring operational challenges and contribute to initiatives that improve efficiency, reporting accuracy, and the overall customer experience.

Qualifications & Skills

• Strong communication, organization, and problem-solving skills.
• Ability to manage multiple customer accounts, competing priorities, and time-sensitive escalations.
• Experience in customer relationship management, account management, or operational support.
• Proficiency in Microsoft Excel and reporting tools, with the ability to analyze data and communicate findings.
• A proactive, customer-focused mindset with the ability to collaborate effectively across multiple departments.