What are the responsibilities and job description for the Customer Relationship Management Manager position at Century Linen & Uniform?
Company Description Century Linen & Uniform (formerly Robison & Smith) is a family-owned and operated textile services company based in Gloversville, NY, serving customers since 1915. The organization provides diversified commercial laundry, linen rental, industrial uniforms, and healthcare laundry services across a large service area in New York. Century Linen & Uniform has invested significantly in modern technology, making its plants among the most efficient in the Northeast. The company serves businesses, residences, and institutions with both rental and customer-owned programs, supported by a customer-focused team that prioritizes prompt delivery and professional service. Its divisions include healthcare laundry services, linen and uniform rental and sales, restroom supplies, professional laundering , linen sales, preparation, and warehousing.
Role Description The Customer Relationship Management Manager is a full-time remote role responsible for overseeing and optimizing CRM strategies and processes to strengthen customer relationships across Century Linen & Uniform’s service lines. This role manages CRM platforms, ensures accurate and actionable customer data, and develops segmentation strategies to support sales, marketing, and service teams. Day-to-day responsibilities include analyzing customer behaviors and trends, designing targeted campaigns, tracking performance metrics, and collaborating with internal stakeholders to improve retention and satisfaction. The manager will also lead CRM-related projects, document best practices, and provide training and support to team members to ensure consistent and effective use of customer data.
Qualifications
- Strong Analytical Skills and ability to interpret customer data, KPIs, and CRM reports.
- Excellent Communication skills for cross-functional collaboration and stakeholder engagement.
- Experience in Sales support and customer relationship development within B2B or service-based environments.
- Knowledge of Market Segmentation and developing targeted customer campaigns or programs.
- Project Management skills for leading CRM initiatives from planning through implementation.
- Proficiency with CRM software and related data tools; experience with reporting and dashboards is beneficial.
- Background in textiles, laundry services, logistics, or related industries is a plus.
- Bachelor’s degree in Business, Marketing, Data Analytics, or a related field, or equivalent practical experience.
- Ability to work independently in a remote environment, manage multiple priorities, and meet deadlines.