Customer Relationship Manager

Job Title: Customer Relationship Manager

Department:

Job Summary:

The Customer Relationship Manager at SSM Retail is responsible for enhancing customer satisfaction, building long-term customer relationships, handling customer concerns, and ensuring a superior shopping experience in line with SSM Retail standards and policies.

Key Responsibilities:

• Build and maintain strong relationships with customers to enhance loyalty and repeat business.
• Handle customer complaints, feedback, and escalations professionally and ensure timely resolution.
• Ensure excellent customer service standards are maintained at the store level.
• Coordinate with store staff, department managers, and backend teams to resolve customer issues.
• Maintain and update customer data in CRM systems.
• Support and promote loyalty programs, offers, and customer engagement initiatives.
• Monitor customer service quality and ensure compliance with SSM Retail SOPs.
• Assist in training store staff on customer handling and service excellence.
• Analyze customer feedback and share insights with store management for service improvement.
• Prepare daily/weekly reports related to customer satisfaction and complaints.

Required Skills & Qualifications:

• Graduate in any discipline (MBA preferred).
• Experience in retail customer service or relationship management.
• Strong communication and interpersonal skills.
• Ability to handle customer escalations calmly and effectively.
• Customer-focused mindset with problem-solving skills.
• Working knowledge of MS Office and CRM tools.

Experience:

• 2 to 4 years of experience in retail, preferably in large-format or organized retail like Reliance, D mart.
  

Key Competencies:

• Customer-centric approach
• Strong coordination and follow-up
• Team player with leadership qualities
• Ability to work in a fast-paced retail environment

Reporting To:

Store Manager / Store Director