Artemis Human Capital is partnering with a well-established manufacturing firm to recruit a CRM Manager. This newly created role will drive customer relationship management, enhance post-sales operations, and support business growth through strategic aftersales initiatives. The ideal candidate will have extensive experience in CRM, customer service, and aftersales management within the manufacturing sector. They will lead a team responsible for customer retention, service excellence, spare parts management, and technical support, ensuring a seamless post-sales experience and long-term client engagement. Key Responsibilities: CRM & Customer Experience Management: Develop and implement CRM strategies to strengthen customer relationships and brand loyalty. Oversee customer data management, ensuring insights drive engagement, retention, and aftersales opportunities. Act as the primary customer advocate, ensuring seamless communication and resolution of service-related concerns. Collaborate with sales and marketing teams to enhance customer journey mapping and personalised service initiatives. Aftersales Operations & Service Excellence: Lead aftersales support including service contracts, extended warranties, and spare parts management. Ensure fast and efficient resolution of technical issues and customer inquiries. Implement systems to track and analyse customer feedback, identifying areas for improvement. Work with the manufacturing and supply chain teams to optimise spare parts availability and distribution. Team Leadership & Performance Management: Manage and develop a CRM and aftersales team, including customer support representatives and service technicians. Provide training, coaching, and performance monitoring to drive service excellence. Establish and track KPIs for customer satisfaction, response times, and aftersales revenue growth. Business Growth & Process Optimisation: Leverage CRM data to identify upselling and cross-selling opportunities within aftersales. Improve aftersales revenue streams through service agreements, maintenance plans, and spare parts sales. Implement and enhance CRM and aftersales software systems to drive efficiency and customer insights. Ensure full compliance with industry regulations, safety standards, and internal policies. Key Requirements: 5 years of experience in CRM management, aftersales, or customer service within a manufacturing environment. Strong background in customer engagement, service management, and business growth strategies. Proficiency in ERP/CRM systems for aftersales and customer relationship tracking. Knowledge of spare parts logistics and technical service operations. Ability to analyse data, develop customer-focused strategies, and improve service delivery. Contact: Nicky Strutt