Customer Relationship Manager - Calgary, AB | Standard Life | | 24/05/12
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Customer Relationship Manager full-time

Location: Calgary, AB
Company Name: Standard Life ()
Category: Communications, Marketing
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The Customer Relationship Manager has to meet sales office and divisional objectives for customer satisfaction and retention of profitable Group Savings & Retirement Business by:

  • Proactively building and maintaining relationships with customers and looking for up-selling and cross-selling opportunities;
  • Conducting proactive meetings with the existing customers;
  • Effectively managing the relationship with the customer during the implementation of new business;
  • Participating with the sales team in preparation of meeting prospects;
  • Active involvement in finalist presentations.
  • Actively participate in sales process (participate in delivering finalist presentations, work with sales representative during the negotiation process).
  • Proactively service all existing customers: responsible for their retention.
  • Identify up-selling and cross-selling opportunities.
  • Develop and maintain positive relationship with customers: contact them on a regular basis and ensure they are satisfied with our services (maintain and use of the Service Protocol).
  • Maintain customer relationship during the implementation of new business cases.
  • When there is no Implementation Manager assigned on a case, coordinate the flow of information between Standard Life and plan sponsor during the implementation of new business cases.
  • Train plan sponsor on Standard Life administration procedures.
  • Conduct Pension Committee meetings & Fund Reviews.
  • Support the sales process by efficiently and accurately providing information to customers and intermediaries on Standard Life products and services.
  • Act as liaison between the sales office, intermediaries and Head Office to achieve Customer Satisfaction (TCS).
  • Provide coaching, direction and support to other team members as required.


  • University degree in business administration or marketing.
  • Five (5) years of relevant experience in group pension administration/servicing.
  • CEBS Professional Designation would be an asset.
  • Good presentation skills.
  • Industry knowledge (knowledge of markets).
  • Systems knowledge (Microsoft Office, Internet).
  • Knowledge of sales and servicing processes.
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