Elements and Performance Criteria
- Contribute to identification of customer segments
- Analyse and evaluate criteria for identification of customers in specialist premium customer segments
- Access and update databases to ensure availability of consistent and accurate information to support quality customer relationship management
- Identify attributes, service needs and wants of premium customer segments as a basis for tailoring communications and services
- Contribute to development of a service strategy for premium customer segments
- Manage customer relationships with premium or high value individuals
- Administer portfolio of premium customers using business rules and processes of financial services organisation
- Identify and analyse characteristics, benefits and costs of range of products and services relevant to premium customer segments and deliver service to the standard specified for customer segments
- Develop and deliver reward and recognition strategies to premium customer segments to build customer loyalty
- Provide high level and tailored service
- Establish regular contact with customers in portfolio to determine their ongoing needs and service expectations
- Analyse current usage patterns and identify and document effective service and product options
- Identify, model and sell optimum product and service solutions to meet customer needs
- Coordinate service delivery to premium customers by other departments or groups across the organisation
- Research and address concerns or complaints about service or products on behalf of customers, including coordination of responses across all departments and groups
- Evaluate and report outcomes
- Produce reports against targets using standards, protocols and procedures, and analyse and rectify problems with exception or feedback reports
- Review product and service offering targeted to premium customer segments and recommend solutions for improvement to management
- Maintain customer database on a regular basis to improve management of premium customer segments