Job
Description
About Welspun Welspun World is one of India's fastest growing global conglomerates with businesses in Home Textiles, Flooring Solutions, Advanced Textiles, DI Pipes, Pig Iron, TMT bars, Stainless Steel, Alloy, Line Pipes, Infrastructure & Warehousing. At Welspun, we strongly believe in our purpose to delight customers through innovation and technology, achieve inclusive & sustainable growth to remain eminent in all our businesses. From Homes to Highways, Hi-tech to Heavy metals, We lead tomorrow together to create a smarter & more sustainable world. Job Purpose/ Summary As a Customer Success Manager (CSM., you will be responsible for developing and maintaining strong relationships with customers to ensure their satisfaction, retention, and long-term loyalty. You will serve as the primary point of contact for customers, addressing their inquiries, resolving issues, and providing strategic solutions tailored to their needs. This role is critical in driving customer engagement, identifying upselling or cross-selling opportunities, and collecting feedback to enhance products, services, and overall experience. Job Title CRM_ TH_ GCC Job Description As a Senior Manager in the CRM department, the successful candidate will be responsible for managing and enhancing customer relationships, ensuring customer satisfaction, and driving business growth. They will be expected to work closely with the CEO's office on critical business generation initiatives and manage relationships with key stakeholders. The role requires a strong customer and business-centric approach, with a focus on delivering results. Principal Accountabilities Develop and implement customer relationship management strategies to enhance customer satisfaction and loyalty. Work closely with the CEO's office on critical business generation initiatives, identifying new opportunities for growth and expansion. Manage relationships with key stakeholders, ensuring their needs and expectations are met and that they are kept informed of any significant developments. Foster a customer-centric culture within the organization, promoting the importance of customer satisfaction and the value of long-term customer relationships. Use business and commercial acumen to make informed decisions that benefit both the customer and the organization. Demonstrate a global mindset, understanding and responding to global trends and developments that may impact the organization and its customers. Encourage entrepreneurship and innovation within the team, promoting the development of new ideas and approaches. Lead and manage the team, fostering a culture of excellence and ensuring all team members are motivated, engaged, and performing at their best. Use strong interpersonal skills to build and maintain effective relationships both within and outside the organization. Pay attention to detail and use critical thinking skills to solve complex problems and make sound decisions. Influence others to achieve results, driving the team and the organization towards the achievement of its goals. Key Interactions Stakeholder Engagement ,Client Relations ,Cross-Functional Collaboration ,External Communication ,Internal Communication Experience 10 Competency Name Competency Name Proficiency Level Customer relationsExpert Customer CentricityExpert Client orientationExpert Customer Satisfactions & Critical Business Generation (CEO's Office.Expert Stakeholder ManagementExpert Business CentricityExpert Business & Commercial acumenExpert Global Mind-setExpert EntrepreneurshipProficient People ExcellenceProficient Customer relationsExpert Customer CentricityExpert Client orientationExpert Customer Satisfactions & Critical Business Generation (CEO's Office.Expert Stakeholder ManagementExpert Business CentricityExpert Business & Commercial acumenExpert Global Mind-setExpert EntrepreneurshipProficient People ExcellenceProficient Additional Section (Can Be Added, If Required. Proven experience in customer success, client servicing, or customer relationship roles—preferably in the service industry. Excellent communication and interpersonal skills, with a customer-centric approach to building rapport and resolving issues. Strong analytical and problem-solving skills; ability to interpret data and develop actionable strategies. Proficiency in CSM software/tools and Microsoft Office Suite. Self-driven and results-oriented with a proven track record in achieving customer satisfaction and retention goals. Ability to multitask, prioritize, and thrive in a fast-paced, dynamic environment. Familiarity with industry-specific standards, technologies, or compliance requirements is desirable. Adaptable and flexible to meet evolving business and customer needs. Show more Show less
