Customer Relationship Manager

Role Summary:

The Customer Relationship Manager (CRM) at Great Place to Work® Middle East is responsible for developing, managing, and expanding strategic relationships with private and public sector clients. The role is pivotal in driving revenue growth, delivering a world-class client experience, and positioning GPTW as a long-term culture transformation partner. The CRM acts as a trusted advisor, guiding clients from initial engagement through to service delivery, certification, recognition, and ongoing renewal while ensuring alignment between client goals and GPTW’s solutions.

 This is a client-facing role that requires a unique combination of consultative sales, relationship management, industry expertise, and project coordination skills.

 Key Responsibilities:

Sales & Business Development

• Proactively promote and sell the full suite of Great Place to Work® offerings: Certification, Culture Assessments, Advisory Services, Employer Branding Packages, and Recognition Programs.
  
• Conduct discovery sessions, tailored product demonstrations, proposal walkthroughs, and solution consultations to identify client needs and position GPTW as the ideal partner.
  
• Prepare and deliver compelling commercial proposals, pricing options, and strategic engagement plans in alignment with client goals.
  
• Identify, qualify, and manage sales opportunities across all customer lifecycle stages, from lead generation to contract closure.
  

Client Relationship Management

• Build and maintain long-term, consultative relationships with senior HR leaders, C-suite executives, and key influencers.
  
• Serve as the main liaison for clients post-contract, coordinating with internal teams to ensure seamless onboarding, project setup, and execution.
  
• Maintain consistent client communication via calls, emails, and in-person or virtual meetings to monitor satisfaction and business impact.
  

Account Strategy & Growth

• Manage a diverse portfolio of client accounts across sectors and geographies with a focus on retention, growth, and service renewal.
  
• Develop strategic account plans for high-value clients, identifying opportunities to expand engagement through cross-sell and upsell of GPTW services.
  
• Track and analyze client health scores, culture audit outcomes, and program effectiveness to present value-driven results.
  

Operational Excellence

• Use Zoho CRM to maintain accurate and updated records on lead progress, client interactions, service milestones, contract renewals, and feedback.
  
• Collaborate with the advisory, research, certification, and marketing teams to deliver tailored solutions, insightful culture reports, and impactful branding assets.
  
• Ensure timely follow-up on Emprising® setup, survey deployment, certification timelines, and recognition deliverables.
  

Client Success & Advocacy

• Conduct periodic check-ins and Client Success Reviews (CSRs) to evaluate progress, review survey insights, and identify new value opportunities.
  
• Support clients in leveraging their Certification or List placement for PR, employer branding, internal engagement, and awards submissions.
  
• Foster client advocacy by inviting top clients to participate in case studies, testimonials, webinars, and GPTW community events.
  

Market Engagement & Industry Insight

• Represent GPTW ME at HR events, regional forums, expos, and thought leadership webinars to enhance brand visibility and industry reputation.
  
• Stay informed on evolving HR trends, national workforce programs, labor policies, and competitor strategies to strengthen client advisory and market positioning.
  

Performance Reporting & Forecasting

• Provide accurate and timely sales forecasts, pipeline activity reports, and client updates for internal planning and review.
  
• Monitor contract renewals and initiate early engagement strategies to ensure a seamless retention process and long-term value demonstration.
  
• Lead post-project feedback loops, client satisfaction surveys, and corrective action planning where service gaps are identified.