Customer Relations Manager

Role Overview

• The Customer Relations Manager (CRM) will act as the single point of contact (SPOC) for assigned clients, owning the complete client experience across operations, service delivery, and commercial engagement.
• This role sits at the intersection of operations, sales, and account management, ensuring smooth day-to-day execution while identifying opportunities to cross-sell and grow revenue share from existing customers.

Key Responsibilities

• Act as the primary SPOC for clients for all operational and service-related matters.
• Coordinate with warehouse, transport, and inter-city operations teams to ensure seamless execution.
• Ensure on-time, temperature-compliant, and damage-free delivery of goods.
• Proactively manage service issues, escalations, and root-cause resolution.
• Build strong, long-term relationships with client stakeholders.
• Identify opportunities for cross-sell and upsell across warehousing, transportation, and value-added services.
• Lead commercial discussions, pricing negotiations, and contract renewals with clients.
• Track client performance metrics, service levels, and satisfaction scores.
• Work closely with internal teams to improve processes and service reliability.
• Ensure accurate billing, dispute resolution, and timely collections support.

Required Skills & Experience

• 3-6 years of experience in B2B customer relationship management, key account management, or client-facing operations roles.
• Strong understanding of operational workflows and service delivery.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to balance operational execution with commercial growth.
• Strong problem-solving mindset and ability to manage escalations.
• High sense of ownership and comfort working in a fast-paced startup environment.

Key Success Metrics

• Client satisfaction and retention
• Service-level adherence (OTIF, At Temperature compliance)
• Revenue growth from existing accounts (cross-sell / upsell)
• Reduction in escalations and service issues
• Timely closures of commercial negotiations and renewals
• On time in full receivables