SENIOR RELATIONSHIP MANAGER

1. Customer Relationship Management: • Develop and maintain strong, lasting relationships with key customer groups to understand their needs, concerns, and satisfaction levels. • Implement programs and initiatives that enhance the overall customer experience and meet store-specific goals. • Oversee the resolution of complex customer complaints or escalated issues, ensuring that customers have positive outcomes and that issues are documented and addressed. 2. Operational Excellence • Collaborate with store management teams to ensure that operational standards and customer service expectations are consistently met. • Work closely with the operations and logistics teams to address inventory, product availability, and supply chain challenges impacting the customer experience. • Identify and implement process improvements to optimize store operations, reduce costs, and increase efficiency. 3. Sales and Revenue Growth • Analyze sales performance metrics and market trends to identify growth opportunities across stores. • Develop and implement sales strategies and promotional activities to achieve or exceed revenue targets. • Collaborate with the marketing team to support country-wide and local marketing campaigns that align with customer needs and brand objectives. 4. Stakeholder and Partner Management • Manage relationships with key suppliers and external partners, negotiating terms and coordinating initiatives that align with company goals. • Liaise with regional and country-level leadership to provide updates on store performance, customer trends, and strategic initiatives. • Ensure compliance with corporate guidelines and maintain strong communication with all stakeholders involved in store operations. 5. Team Leadership and Development • Provide coaching, mentoring, and support to store managers and retail staff to foster a high-performance culture. • Work with the HR team to support staff training and development programs, focusing on customer relationship management and operational excellence. • Conduct regular performance evaluations and contribute to talent development plans to ensure a skilled and motivated workforce. 6. Market Analysis and Strategic Planning • Conduct market research and analyze customer feedback to stay informed of retail trends, customer preferences, and competitor activities. • Identify potential risks, opportunities, and strategies to strengthen Lidl’s competitive position within the country. • Contribute to annual and quarterly planning processes, setting objectives, KPIs, and budgets for relationship management activities.