Customer Relations Manager – Hire to Retire (H2R)

Key Responsibilities

Customer Engagement

• Lead alignment across Hubs to prepare and conduct impactful customer meetings in close collaboration with our leadership and Service Lines.

Strategic Partnership

• Act as a strategic advisor, understanding P&O strategy to drive innovation and digitalization initiatives.
• Define and support transformation goals across departments.
• Encourage a culture of collaboration and adaptability.
• Initiate customer-specific services and support cross-Business Line contract negotiations with the Portfolio team.

Account Management

• Manage and exceed customer expectations through seamless collaboration with Service Lines, CRMs, Finance, and Portfolio teams.
• Tailor global solutions to local market needs.
• Oversee regional portfolio and demand using white spot analysis and Salesforce.
• Prepare and negotiate proposals/contracts with stakeholders including Legal and Product Managers.

Customer Satisfaction

• Monitor KPIs and user satisfaction in close collaboration with the People Experience team.
• Proactively address service challenges and prioritize escalations.
• Support cultural transformation and manage employee adaptation to change.

Reporting & Analytics

• Analyze business processes, detect inefficiencies, and propose improvements.
• Leverage local data insights to refine global solutions.
• Provide strategic reporting to highlight ROI and build long-term trust.

Internal Coordination

• Ensure smooth internal/external communication with teams and customers.
• Act as an operational liaison with Business Line Heads and represent them in meetings.
• Engage with day-to-day operations across service lines.

Qualification & Requirements

• Bachelor’s degree required; Master’s in Business Administration, Organizational Development, or HR is a plus.
• Minimum 5 years of experience in Business Process Outsourcing, Account/Project Management, or Human Resources.
• Proven success in shared services or HR environments with deep understanding of HR processes.
• Strong experience in customer relationship management and translating customer needs into end-to-end solutions.
• Excellent communication, interpersonal, and stakeholder management skills in a global setting.
• Analytical mindset with the ability to interpret data and identify trends.
• Demonstrated ability to manage multiple customer accounts and projects simultaneously.
• Strategic marketing acumen to promote business value and services.
• Strong collaboration with cross-functional teams including operations and project management.
• Results-oriented with a focus on both customer satisfaction and growth.
• Financial acumen and data-driven decision making.
• Fluent in English and Spanish; other languages are a plus

Benefits

No information available.