Relationship Manager

Job Summary We are seeking a proactive and customer-focused Relationship Manager to manage customer interactions, drive engagement, and increase repeat sales for PNP Lite. The ideal candidate will serve as the key point of contact for customers, ensuring a seamless experience from order placement to delivery, while also driving customer retention and business growth. Key Responsibilities Customer Experience & Support Serve as the primary point of contact via WhatsApp, phone, and digital channels Respond promptly to customer inquiries, complaints, and order-related issues Provide clear communication on pricing, delivery timelines, and order status Resolve customer issues efficiently while maintaining a positive experience Order Management & Coordination Confirm customer orders accurately before processing Coordinate with operations and logistics teams to ensure timely delivery Follow up on completed deliveries to confirm customer satisfaction Escalate delivery or stock-related issues promptly Ensure all customer interactions and orders are properly documented Customer Engagement & Growth Build and maintain strong relationships with customers across all segments Track customer preferences, buying patterns, and feedback Proactively engage customers to encourage repeat purchases Execute reorder reminders and customer engagement campaigns Promote bundles, loyalty credits, and referral initiatives Identify opportunities to increase order frequency and average order value Community & Retention Manage and engage customer communities (e.g., WhatsApp groups) Support onboarding of new and partner-channel customers Ensure a smooth and consistent customer experience across all touchpoints Collect testimonials and customer feedback Reporting & Insights Maintain accurate and up-to-date customer records in CRM Track daily and weekly customer service metrics Report on customer satisfaction, complaints, and recurring issues Provide insights to improve service delivery and customer experience Requirements Minimum of 2–3 years experience in customer service, relationship management, or sales Strong communication and interpersonal skills High level of organization and attention to detail Ability to multitask XXXX XXXX in a fast-paced environment Customer-focused with a proactive and problem-solving mindset Experience with CRM tools is an added advantage