Customer Relationship Executive
Customer Relationship Executive
The Customer Relationship Executive is responsible for managing and growing customer relationships, delivering proactive aftercare support, and identifying opportunities that add value for both the customer and the business.
About this role
Always ensure full compliance with CDEs and our customers’ health & safety requirements within the region, ensuring you and those you work alongside get ‘Home Safe Every Day’.
Ensure alignment with CDE’s values and compliance with our continuous improvement culture - 'Do It Right'.
Act as the Single Point of Contact (SPOC) for multiple customers (as defined within the CRE territory), preferred partners, and to be the go-to person both internally and externally, acting as the conduit between CDE and our customers.
50%-75% physical site presence will be required. The CRE will be responsible for creating their own schedules, in line with the regional CustomCare strategy, ensuring all customers receive the number of desired visits during each period. Adherence to the schedule will be monitored and discussed throughout the year with the regional team.
Own the customer satisfaction score for their territory. The CRE will be responsible for creating and driving an action plan post any customer surveys, with the aim of improving the overall score where required.
It will be the responsibility of the CRE to re-engage with CDE customers who are deemed inactive. Where necessary, an action plan will be created and implemented to get the customer(s) active again with CDE. Likewise, it will also be the responsibility of the CRE to maintain all active customers.
Communication will be key! Regular, prompt and constant internal/external communication to ensure all stakeholders are informed of progress, any issues and ensure all parties are aware of their requirements.
Collaborate internally with the CustomCare functional managers to ensure all customer requirements are met, such as parts, service and out-of-scope project solutions.
Provide customer feedback to internal colleagues and stakeholders. Feedback is to be open, honest and constructive with the aim of providing sufficient detail for driving improvement or for praise. The CRE will be the eyes and ears on the ground, being exposed to a wide range of intel, so it’s essential that this is fed back internally.
Develop a deep understanding of each customer’s business, including their operations, equipment, throughput, and operating environment, to provide informed and value‑adding support
Naturally listens for and understands any Capital Sales opportunities, where the CRE communicates these to the Business Development team.
Responsible for the On-Boarding process of new customers/projects into the defined territory, which will include the management of IFS milestones and the offering of a tailored service plan.
Manage regular, clear, and proactive communication with customers and internal stakeholders, keeping all parties informed of progress, issues, and required actions
The CRE will proactively seek new leads and follow up with any enquires within their territory that may not be directly related to CDE’s core business but may lead to a commercial opportunity.
Fully embrace the use of CDE’s enterprise resource planning system, and ensure all requirements are actioned promptly.
Ensure accurate and timely use of CRM / ERP systems, maintaining up‑to‑date customer records, actions, milestones, and communications
