Customer Relation Manager

Job Overview:

We are looking for a soft-spoken, courteous, and customer-focused professional to join our team as a CRM Executive – Post-Sales Support. The ideal candidate will be responsible for engaging with customers/buyers, ensuring a smooth post-sales experience, resolving queries with empathy, and maintaining long-term relationships through clear and calm communication.

Key Responsibilities:

Customer Relationship Management:

• Build and maintain long-term relationships with customers.
• Act as the primary point of contact for client communications and escalations.
• Regularly check in with customers to ensure satisfaction and identify improvement opportunities.
• Maintain a detailed customer database (interactions, purchase history, feedback).

Customer Retention & Loyalty:

• Develop and implement customer retention strategies.
• Monitor churn rate and implement corrective actions.
• Drive loyalty programs, referral schemes, and personalized engagement initiatives.
• Conduct customer satisfaction surveys (NPS, CSAT, CES) and track improvement.

Sales Support & Revenue Growth:

• Collaborate with the sales team to upsell and cross-sell products/services.
• Identify and nurture high-value accounts for long-term growth.
• Track customer purchase cycles and recommend upgrades/renewals.
• Contribute to achieving revenue targets from existing customers.

Customer Service & Issue Resolution:

• Ensure timely resolution of customer queries, complaints, and escalations.
• Work with internal teams (tech, product, operations) to resolve issues.
• Develop SLAs (Service Level Agreements) and ensure adherence.
• Reduce average resolution time and improve first-contact resolution.

Data & Insights:

• Collect, analyze, and report customer data (behavior, feedback, engagement patterns).
• Generate insights for product and marketing teams to improve offerings.
• Use CRM tools (HubSpot, Salesforce, Zoho, Freshdesk, etc.) to track engagement and effectiveness.
• Present monthly reports on customer health scores, churn, and satisfaction.

Process Improvement & Automation:

• Implement customer success automation workflows (email sequences, ticket routing).
• Standardize onboarding, engagement, and support processes.
• Recommend improvements to CRM systems and customer experience journeys.
• Monitor performance against KPIs and suggest efficiency measures.

Cross-Functional Collaboration:

• Work closely with product teams to communicate customer needs/feedback.
• Support marketing in creating customer-centric campaigns.
• Collaborate with R&D to align features with customer requirements.
• Partner with operations/logistics to ensure seamless delivery and post-sales service.

Requirements:

• Bachelor's degree in business administration, Marketing, or a related field.
• Experience in product-based industries such as electronics, appliances, healthcare, or e-commerce.
• Familiarity with CRM platforms like Salesforce, Zoho CRM, or Freshdesk.
• Prior experience in CRM, customer service, telesales, or post-sales support is preferred.
• Soft-spoken, polite, and professional communication style.
• Strong interpersonal skills and a customer-first attitude.
• Comfortable using CRM tools and basic computer applications.
• Fluency in English and Hindi is mandatory.
• Ability to multitask and manage time effectively.

Working Conditions:

Full-time position with standard working hours i.e. 9 AM - 6 PM, Monday to Saturday.

What we offer:

• Competitive salary & benefits.
• Professional growth opportunities.
• Inclusive & collaborative culture.
• Sick, casual and privilege leaves.

Job Type: Full-time

Pay: ₹144,000.00 - ₹240,000.00 per year

Work Location: In person