CRM Manager

Own the health of Merci Global's relationships with its live customers. You'll be on the road most days — visiting customer premises, meeting owners and directors face to face, resolving grievances before they escalate, and making sure every commitment we make is honoured. This is a retention and relationship role, not a sales-target role.

- Conduct planned relationship visits to customer sites; meet owners/directors, not just users - Capture and resolve grievances end to end; own each one until the customer confirms closure - Drive AMC and licence renewals; spot churn risk early and recover at-risk accounts - Identify upsell and referral opportunities and route them to Sales with full context - Act as the customer's voice inside the company — coordinate across Support, Implementation and Accounts - Keep CRM updated daily; file a visit report and MOM within 24 hours of every visit - Visit-plan adherence and owner/director-level coverage - Grievance closure within committed timelines - Renewal retention and churn reduction - CRM data discipline and on-time reporting