Client Relations and Retentions Manager

Job Title:

Client Relations & Retention Manager

Business Vertical

: RMC, Aggregates & Building Materials

Department

: Customer Experience / Sales Support

Location

: Bhubaneswar

Reports To

: General Manager – Sales & Marketing / Business Head

Job Purpose:

To strengthen customer relationships and ensure long-term client retention by enhancing service levels, managing expectations, resolving complaints, and acting as the single point of contact (SPOC) for key clients across the RMC, Aggregates, and Building Materials segments. This role is vital for improving customer lifetime value, repeat business, and brand loyalty.

Key Responsibilities:

1. Client Engagement & Relationship Management

• Serve as the SPOC for top clients across verticals (builders, infra contractors, developers, etc.).

• Conduct regular site visits, service reviews, and feedback sessions.

• Build long-term relationships to ensure repeat business and referrals.

2. Customer Retention & Loyalty

• Design and execute client retention strategies (priority service, loyalty programs, etc.).

• Monitor contract renewals, payment cycles, and service obligations.

• Track customer satisfaction and intervene proactively to reduce churn.

3. Issue Resolution & Service Quality

• Coordinate with plant, logistics, quality, and sales teams for timely complaint resolution.

• Ensure high response speed and effective closure of delivery, quality, or coordination issues.

• Escalate systemic issues and work with leadership to implement corrective actions.

4. Client Onboarding & Education

• Facilitate smooth onboarding of new clients, including product orientation, documentation, and service SLAs.

• Educate clients on technical specifications, delivery protocols, and support channels.

5. Data Management & Reporting

• Maintain customer interaction logs, issue trackers, and feedback dashboards.

• Share regular reports with leadership on client satisfaction, complaint trends, and retention analytics.
  

Qualifications & Skills:

• Education: Graduate in Civil Engineering / Business Administration; MBA preferred.

• Experience: 8–12 years in client servicing, customer success, or relationship management in the construction materials or infrastructure sector.

• Core Competencies:

• Excellent communication and interpersonal skills.

• Customer-centric mindset with strong problem-solving ability.
• 
  
• Familiarity with concrete, aggregate, and building materials product lines.

• CRM and issue management tools (e.g., Salesforce, Zoho, Freshdesk).

• Travel: Must be open to frequent travel to project sites and client offices.