Client Relationship Manager (CRM)

Client Relationship Manager

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Role Purpose

The Client Relationship Manager (CRM) acts as the strategic anchor between HiPos and its client stakeholders, owning end-to-end client engagement, mandate scoping, performance management, delivery governance and ensuring superior hiring outcomes across assigned accounts. The role blends consultative client management, search project management, analytics-driven insights and commercial growth responsibilities.

Key Responsibilities: -

A. Client Engagement & Account Management (30%)

i. Own the relationship with Hiring Managers, HR Business Partners, and TA Heads across assigned clients.

ii. Conduct structured monthly/quarterly business reviews with data-backed insights (closures, TAT, funnel ratios, ageing, market realities).

iii. Drive client satisfaction metricsresponsiveness, mandate clarity, candidate experience, and communication quality.

iv. Anticipate stakeholder needs and proactively problem-solve escalations.

v. Build a deep understanding of client business, org-structure, talent needs, compensation philosophies, and hiring cycles.

B. Mandate Scoping & Strategic Intake (15%)

i. Drive first-time-right Intake Calls capturing: Functional depth, domain specifics, compensation grid, Role complexities, behavioural competencies, diversity needs

ii. Interview architecture & assessment criteria

iii. Translate intake data into precise JDs, search specs and CV-fitment metrices.

iv. Identify mandate risks (market scarcity, low brand equity, comp mismatch) and calibrate the search plan accordingly.

C. Search Execution Governance (25%)

i. Own the end-to-end lifecycle of each mandate along with recruiting teams.

ii. Set weekly targets on sourcing, CV submissions, funnel health, interview conversion and ageing.

iii. Ensure compliance with HiPos frameworks: Mandate Coverage Target, TAT norms, CV Scrubbing & Gap Validation before submission

iv. Monitor pipeline movement, proactively unlock bottlenecks and ensure zero surprises for the client.

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D. Client Communication & Stakeholder Management (15%)

i. Craft crisp communicationCV pitches, closure notes, interview prep, pushbacks on unrealistic expectations.

ii. Maintain structured WhatsApp/email touchpoints for real-time updates.

iii. Influence decision-making with data, market comparables and candidate assessments.

Manage escalations calmly; advocate both client expectations and candidate experience.

vi. Provide market intelligence: talent availability, comp benchmarks, competitor moves.

E. Revenue, Commercials & Account Growth (10%)

i. Ensure fulfilment of assigned revenue targets through closures.

ii. Identify upsell/cross-sell opportunities: new mandates, new verticals, higher-value roles.

iii. Participate in proposal creation, pricing negotiation, and contract sign-off.

iv. Maintain high accuracy in forecasts on potential closures and month-end revenue.

F. Process, Quality, Compliance & MIS (10%)

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Skills & Competencies: -

A. Functional Skills

i. Proven experience in corporate hr/executive search / recruitment consulting (preferred BFSI, FinTech & Tech hiring).

ii. Strong understanding of search processes—sourcing models, funnels, CV assessment, behavioural evaluation.

iii. Ability to translate business problems into hiring requirements.

iv. Clear command over compensation structuring and market benchmarking

v. Familiarity with ATS, dashboards, Excel/Google Sheets, and productivity trackers.

B. Client & Stakeholder Skills

i. Exceptional communication: email, WhatsApp business communication, call/VC cadence.

ii. Strong negotiation and influencing skills with senior leadership.

iii. Ability to challenge, push back, and manage expectations diplomatically.

iv. High responsiveness and client-orientation.

C. Behavioural Competencies

i. High accountability and ownership

ii. Problem-solving mindset

iii. Professional maturity and emotional intelligence

iv. Resilience under pressure / high-volume periods

v. First-time-right quality orientation

vi. Strong planning and coordination skills

Experience & Qualification: -

i. Graduate/Post-Graduate (MBA HR preferred but not mandatory)

ii. 4–6 years of experience in Executive Search / Client Management / Recruitment Consulting

iii. Strong preference for BFSI/FinTech/NBFC experience

Prior experience managing clients independently is a plus.