Customer Relationship Manager

Job Responsibilities

• Build meaningful, trust-based relationships that turn customers into enthusiastic advocates.
• Proactively identify moments to surprise, delight, and exceed customer expectations.
• Serve as the primary point of contact for our Sales team, and key customers, ensuring personalized and consistent experiences.
• Own customer escalations with empathy, urgency, and a “make it right and then some” mindset.
• Collaborate closely with our sales and support teams to deliver seamless experiences and guidance on how to execute our philosophy to “WOW” the customer.
• Design and execute creative customer touch-points (check-ins, follow-ups, appreciation moments).
• Capture and act on customer feedback to continuously improve the experience.
• Track customer satisfaction, loyalty, and engagement metrics.
• Maintain accurate documentation and insights within CRM systems.
• Act as a role model and advocate for a customer-first, service-excellence culture.

Qualifications

• Bachelor’s degree or equivalent experience in customer experience, hospitality, business, or communications.
• 3+ years of experience in customer success, relationship management, hospitality, or premium service roles.
• Exceptional communication and interpersonal skills.
• Strong emotional intelligence and ability to read customer needs.
• Proven ability to turn challenges into positive, memorable experiences.
• Customer service/call center experience.
• Background in hospitality, luxury service, or experience-driven industries.
• Experience managing high-touch or VIP customer relationships.