Assistant Manager/ Manager- CRM

Job Summary:

To manage and strengthen client relationships by ensuring high service quality, effective communication, timely resolution of issues, and coordination for billing and payment follow-ups in alignment with SMC Integrated Facility Managements operational and financial standards.

Key Responsibilities:

1. Client Relationship Management

• Act as the key point of contact for assigned clients, maintaining healthy and professional relationships.
  
• Address client queries, concerns, and complaints promptly, ensuring service excellence and satisfaction.
  
• Conduct regular client meetings, gather feedback, and provide proactive solutions.
  
• Ensure smooth coordination between clients and internal service delivery teams.
  

2. Service Delivery Coordination

• Liaise with Operations, Housekeeping, Engineering, and Security teams to ensure delivery as per SLA (Service Level Agreement).
  
• Track and monitor work orders, complaints, and service requests through CRM software or internal systems.
  
• Support preventive and corrective maintenance planning and execution.
  
• Ensure adherence to quality and safety standards across sites.
  

3. Billing and Payment Follow-up

• Coordinate with the Finance & Accounts team to ensure accurate and timely invoice generation and submission to clients.
  
• Track outstanding payments, send reminders, and follow up regularly to ensure timely collection.
  
• Reconcile client accounts and maintain updated records of billing and payment status.
  
• Assist in resolving any client disputes related to invoices, payments, or credit notes.
  
• Provide periodic reports on collection status and highlight potential delays or risks to management.
  

4. Customer Feedback & Complaint Management

• Collect, record, and analyze customer feedback for continuous improvement.
  
• Maintain a log of complaints and ensure timely closure within agreed TAT (Turnaround Time).
  
• Identify trends in recurring issues and suggest process improvements.
  

5. Reporting & Documentation

• Prepare monthly performance reports, MIS, and client review presentations.
  
• Maintain updated client data, SLA performance records, and communication logs in the CRM system.
  
• Support internal and client audits by ensuring all documentation is complete and up to date.
  

6. Business Support & Client Retention

• Support the CRM Manager in contract renewals, scope changes, and service enhancement initiatives.
  
• Identify opportunities for cross-selling or value-added services within existing client accounts.
  
• Ensure high client retention through consistent engagement and service satisfaction.

Qualifications & Experience:

• Education:

  Graduate in any discipline (MBA in Marketing / Operations preferred).

• Experience:

  46 years of experience in Customer Relationship Management, with exposure to billing and payment coordination, preferably within Facility Management / Real Estate / Service industry.

Key Skills:

• Excellent verbal and written communication.
  
• Strong relationship management and negotiation skills.
  
• Proficiency in CRM tools and MS Office (especially Excel & PowerPoint).
  
• Knowledge of Facility Management operations, billing processes, and service SLAs.
  
• Analytical thinking and problem-solving ability.
  
• Ability to manage multiple clients and priorities effectively.

Work Conditions:

• Willingness to travel to client sites as required.
  
• Availability for emergencies or urgent issues outside of working hours.