Customer Relations Manager - Addis Ababa

Job Description
Veritas Trading Group is seeking an experienced Customer Relations Manager to lead client engagement and service delivery across our trading and distribution operations. This role is responsible for building strong, lasting relationships with clients, ensuring high levels of satisfaction, and resolving service issues that may arise from complex trading and supply arrangements.
Key Responsibilities:

• Serve as the primary point of escalation for key client accounts, ensuring timely resolution of service issues
• Develop and maintain strong relationships with clients to drive retention, loyalty, and repeat business
• Monitor service level agreements (SLAs) and work cross-functionally with sales and operations teams to ensure delivery commitments are met
• Lead and manage a team of customer service/client relations representatives, setting performance goals and providing coaching
• Analyze customer feedback and complaint trends to identify areas for service improvement
• Develop and implement customer relationship management strategies and processes
• Coordinate with sales, trading, and operations teams to ensure a seamless client experience
• Prepare and present regular reports on customer satisfaction, retention, and service performance to senior management
• Manage and optimize the use of CRM systems to track client interactions and account history
• Lead client review meetings and gather feedback to inform service improvements
• Handle escalated or high-value client disputes with professionalism and a solutions-oriented approach

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