Client Relations Officer (CRO)

Role Overview

This role places you at the heart of how our organisation builds and sustains trusted relationships with its clients. Day to day, you will oversee every client touchpoint, from first enquiries to ongoing feedback, ensuring interactions are smooth, responsive, and consistent with our public image. Your work directly shapes client loyalty and protecting our reputation, so your ability to listen, diagnose, and act on feedback is essential to long-term success.

Key Responsibilities

• Act as the main point of contact for clients, guiding them through every stage of their relationship with us and ensuring they always know who to turn to.
• Design and run engagement initiatives that keep clients informed, involved, and valued, from check-in calls to tailored communications and events.
• Coordinate between clients and internal departments to resolve concerns quickly, making sure nothing falls through the cracks and service standards stay high.
• Launch and manage structured feedback loops across phone, email, social media, and in-person channels, then turn that input into clear action points.
• Handle complaints with empathy and efficiency, logging each case, tracking resolution timelines, and escalating only when genuinely necessary.
• Analyse complaint patterns and satisfaction data, producing monthly summaries that highlight recurring issues and recommend practical fixes.
• Prepare regular reports for senior leadership on engagement results, client sentiment, and public relations activities, translating raw numbers into clear recommendations.
• Monitor public perception of our brand and flag emerging risks or opportunities to the wider team so we can respond proactively.

Requirements & Qualifications

• Bachelor’s degree in Public Relations, Communications, Marketing, or a closely related discipline.
• Relevant certification in customer relations, public relations, or stakeholder engagement, demonstrating a formal grounding in client-facing best practice.
• At least five years of professional experience in client relations or public relations, with a proven record of managing client engagement and complaint resolution.
• Demonstrated ability to protect and enhance a brand through thoughtful, measured communication in both routine and high-pressure situations.
• Strong written and verbal communication skills, with the confidence to present insights to senior stakeholders.
• Analytical mindset, comfortable working with satisfaction metrics and turning feedback data into strategic recommendations.
• Excellent organisational skills and the ability to manage multiple client accounts and deadlines simultaneously.