Your responsibilities will be the following:

• Define and own the CRM strategy, operating model, and standards across the business.
• Establish clear role definitions, handover points, and escalation paths within the CRM function.
• Ensure CRM activities align with commercial strategy, operational capacity, and financial controls.
• Ensure key accounts receive appropriate senior-level attention, coordination, and issue resolution.
• Monitor customer satisfaction, retention risk, and expansion opportunities across the portfolio.
• Own CRM’s contribution to debtor management in collaboration with the Commercial Manager and Finance.
• Ensure effective coordination between CRM, Operations, Engineering, and Maintenance functions.
• Oversee client communication related to deployments, maintenance activities, outages, and remedial work.
• Prevent unmanaged or ad-hoc client engagement by enforcing structured communication channels.
• Ensure disciplined use of CRM systems across all client-facing roles.
• Identify and mitigate customer-related risks, including revenue concentration and service degradation.