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.
Requirements
Qualifications & Experience:
- Bachelor's
degree in Business Administration, HR, Marketing, or a related field (MBA
is a plus).
- Minimum 3-5 years of experience in B2B account management, client services, or
consultative sales, ideally in HR, SaaS, or research-based organizations.
- Proven
track record of meeting revenue targets and managing key accounts across
diverse markets and industries.
- Experience
with CRM tools and data-driven sales tracking.
- Knowledge
of workplace culture trends in Egypt and familiarity with the government and
private sectors is an advantage.
Key Skills & Competencies:
- Strong
communication, negotiation, and presentation skills.
- High
emotional intelligence and relationship-building capabilities.
- Analytical
thinking and consultative approach to selling and client servicing.
- Multitasking,
organization, and attention to detail in managing projects and deadlines.
- Strategic
mindset with client-first orientation.
- Fluency
in English required; Arabic is highly preferred.
Skills Required
- Bachelor's degree in Business Administration, Human Resources, Marketing, or a related field
- MBA
- Minimum 3-5 years of experience in B2B account management, client services, or consultative sales
- Experience in HR, SaaS, or research-based organizations
- Proven track record of meeting revenue targets and managing key accounts across diverse markets and industries
- Experience with CRM tools and data-driven sales tracking
- Knowledge of workplace culture trends in Egypt
- Familiarity with government and private sectors
- Strong communication, negotiation, and presentation skills
- High emotional intelligence and relationship-building capabilities
- Analytical thinking and a consultative approach to selling and client servicing
- Multitasking, organization, and attention to detail in managing projects and deadlines
- Strategic mindset with a client-first orientation
- Fluency in English
- Fluency in Arabic
What We Do
Great Place To Work® is a global workplace-culture organization that helps employers measure employee experience, benchmark and improve workplace culture, and build high-trust workplaces. It provides recognition programs, certification, employee surveys, Best Workplaces rankings, and practical tools that strengthen employer brands, attract talent, and support organizational performance. Its mission is to help every place become a great place to work for all.
