Customer Relationship Management

• Develop and implement CRM strategies to strengthen client relationships across all product lines (e.g., limestone, phosphate, gold, silica sand, etc.)
• Oversee the full customer lifecycle — from acquisition and onboarding to retention and development
• Serve as the primary escalation point for key account issues and major client complaints
• Build trusted, long-term relationships with strategic accounts including industrial buyers, exporters, and government entities

Team Leadership

• Lead, mentor, and manage a team of CRM officers and account managers
• Set KPIs, conduct performance reviews, and drive team development plans
• Foster a customer-first culture within the section

Data & Systems Management

• Oversee the implementation and optimization of the CRM system (e.g., Salesforce, SAP CRM, or Microsoft Dynamics)
• Ensure accurate and timely data entry, reporting, and customer database hygiene
• Generate analytical reports on customer satisfaction, sales trends, and account performance for senior management

Cross-functional Collaboration

• Coordinate closely with Sales, Logistics, Finance, and Operations to ensure seamless order fulfillment and service delivery
• Collaborate with the marketing team on customer engagement campaigns and product launches
• Liaise with the export department on international client requirements and compliance

Commercial & Market Intelligence

• Monitor market trends, competitor activity, and customer feedback to inform strategic decisions
• Identify upselling and cross-selling opportunities within the existing client portfolio
• Support contract negotiations and renewals for key accounts