Customer Relationship Manager

Position: Client Relationship Executive (CRE) – Client Support Department: Client Support / Customer Relations Reporting To: Department Head / Manager Job Purpose:The Client Relationship Executive (CRE) – Client Support is responsible for ensuring seamless client onboarding, documentation, coordination, and compliance while maintaining strong client relationships. The role requires timely communication, meticulous record-keeping, and proactive follow-ups to ensure client satisfaction and operational efficiency. Key Responsibilities & Performance Evaluation Criteria:1. Client OnboardingWelcome Mail: Must be sent via email and WhatsApp on the same day the Release Order (RO) is received. Welcome Call: Conduct an introductory call immediately after sending the welcome mail. 2. Documentation & Record ManagementBusiness Ledger Update: Maintain both hard and soft copies promptly as per RO. RO Original & Copy: Collect the original RO from the client and update the RO copy file without delay. Client History File: Maintain and regularly update with all project details. 3. Design & Creative CoordinationDesign Coordination: Collect required design materials from clients and coordinate with the creative team and client without delay. Ensure relevant group updates. Sketch Approval: Coordinate with the Operations team to obtain sketches and ensure Railways approval is sought on the same day of receiving the sketch. 4. Group Communication & UpdatesWhatsApp Group Updates: Ensure timely updates in all relevant groups (RO, Design, Work Status, Contract End Notification, etc.). Vacant List Update: Share the vacant list in the Sales group every Monday by 10:30 AM. 5. File and Ledger MaintenanceEnsure regular and accurate updating of: RO File Sketch Approval File Document Handover Ledger Client History File Inspection File 6. Inspections & ComplianceTrain Inspections: Coordinate inspections as per schedule—next-day inspection post-installation and monthly inspections with the Office Assistant. Documentation: Ensure all inspection-related documents are signed and filed properly. 7. Inspection MediaPhotos & Videos: Share inspection photos and videos with all clients weekly (4 times per month). 8. Google Sheet ManagementEnsure all relevant tabs in the Google Sheet are updated accurately and on time. 9. Financial CompliancePayment Follow-ups: Ensure timely follow-up and collection of payments (minimum 85% collection within the credit period). 10. Client Relationship ManagementClient Feedback: Maintain a minimum of 95% positive client feedback. 11. Contract RenewalSend WhatsApp reminders 10 days prior to contract end. Follow up via email for written confirmation on renewal/extension. 12. ReportingDaily Report: Submit via WhatsApp by end of day. Weekly Report: Submit by Saturday before 11:00 AM. Monthly Report: Submit by the last working day of the month before 1:00 PM. 13. Attendance & Leave ComplianceLeave Intimation: Inform Department Head and HR at least 2 days in advance. Attendance Marking: Mark In & Out daily on Pagar (max 2 missed punches per month). 14. PunctualityReport to the office on time daily and adhere to professional punctuality standards. Key Performance Indicators (KPIs):100% compliance in welcome mail & call. Timely ledger and file updates (zero delays). 100% group updates as per schedule. 85%+ payment collection within credit period. 95%+ positive client feedback. Zero missed inspection media shares. 100% reporting compliance (daily, weekly, monthly). Skills & Competencies:Excellent communication & interpersonal skills. Strong organizational & documentation abilities. Proactive follow-up & multitasking. Proficiency in Google Sheets, WhatsApp Business, and email communication. Attention to detail & time management.