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.

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.