Customer Relationship Manager

Customer Relationship Manager

Location:

Bristol / North Somerset Area

Reporting to:
Regional Director

Salary:
Competitive Base up to 45k + Benefits

Are you a commercial leader who thrives at the intersection of technical precision and relationship strategy? Syntech Recruitment is representing a premier, UKAS-accredited technical service provider that sits at the heart of the UK's manufacturing supply chain. This isn't just a "sales" role; it's a leadership appointment where you will oversee the commercial heartbeat of a high-growth laboratory. You will be tasked with transforming standard customer service into a world-class partnership model, ensuring that some of the UK's most advanced engineering firms receive the seamless, high-accuracy support they require.

As the Customer Relationship Manager, you will lead a dedicated team to maintain high retention rates and streamline the "Order to Cash" cycle.

• Leadership & People:
  Lead, mentor, and train the Internal Sales and Customer Experience teams; conducting periodic 1:1s and Personal Development Reviews.
• Commercial Strategy:
  Drive organic sales growth across Major and Minor accounts, utilizing market trends to enhance the company's Value Proposition.
• Operational Excellence:
  Develop and implement administrative systems and process controls to reduce transactional waste and improve response times.
• Client Partnerships:
  Act as a key point of contact for high-value accounts, attending business reviews and managing Master Service Agreements (MSAs).
• Financial Oversight:
  Manage department budgets, compile revenue KPI reports for senior management, and support "Value Optimised Pricing" initiatives.
• Quality & Compliance:
  Participate in internal audits and ensure all customer interactions are recorded accurately within Hub Spot, Sage, or industry-specific ERP systems.

• Background:
  Minimum 5 years of experience in a similar leadership role, preferably within an engineering service, laboratory, or technical manufacturing environment.
• Qualifications:
  
  A degree or certification in Business Management and a relevant ILM (Institute of Leadership and Management) qualification.
• Technical Savvy:
  Proficiency in Microsoft Office and experience with CRM/ERP systems (Hub Spot, Sage, or calibration-specific software like Met Cal/Indy Soft is highly desirable).
• Commercial Acumen: A strong understanding of Profit & Loss (P&L), specifically Cost of Sales (CoS), and experience negotiating technical partnerships.
• Soft Skills:
  
  Exceptional negotiation skills, a collaborative mindset, and the ability to drive change within a team.

• Strategic Influence: A seat at the table with the Senior Management Team, directly impacting the firm's growth and pricing strategies.
• Inclusive Culture: A workplace that actively celebrates diversity and fosters an environment where every team member's contribution is visible.
• Career Longevity:
  Work within a resilient sector (Metrology/Calibration) that is essential to the UK's aerospace and manufacturing industries.
• Comprehensive Benefits:
  Competitive salary, leadership development plans, and a robust benefits package tailored to senior professionals.