Customer Relationship Manager (CRM)

Job Summary:

The Customer Relationship Manager (CRM) is responsible for overseeing the overall management and smooth functioning of Divyam Center at Mulund & Kurla. The role involves handling and closing all parent enquiries, coordinating child programs and parent training programs, and ensuring a high standard of service delivery. The CRM leads and guides the receptionist, housekeeping staff, and mentors to maintain an efficient, child-friendly, and professional environment.

Key Responsibilities:

1. Parent & Client Relations:

• Serve as the first point of contact for all parent enquiries regarding child programs, therapies, and parent training.
• Provide detailed information about Divyam Center’s services, program structure, and admission process.
• Arrange meeting with Director in case of necessity.
• Close the enquiries in Admissions.
• Maintain continuous communication with parents regarding child progress, schedules, and feedback.
• Ensure a supportive and empathetic approach in all interactions with families.

2. Program Coordination:

• Oversee the implementation of child programs and ensure all sessions are conducted as per schedule.
• Coordinate between mentors, therapists, and parents to ensure alignment on therapy goals and progress.
• Manage and track attendance, child progress reports, and session schedules.
• Organize and facilitate parent training programs and workshops.

3. Center Management:

• Supervise and guide the receptionist, mentors, and housekeeping staff to ensure smooth daily operations.
• Monitor the cleanliness, safety, and upkeep of the center premises.
• Ensure all administrative, IT, and facility-related needs are met in coordination with vendors and support staff.
• Maintain proper documentation, reports, and communication systems for efficient workflow.

4. Operational Responsibilities:

• Oversee daily operations, attendance, scheduling, and adherence to center policies.
• Handle escalations or complaints and ensure timely resolution.
• Maintain records related to children, staff, and program performance.
• Support management in planning, budgeting, and implementing new initiatives.

5. Quality & Compliance:

• Ensure that all center practices follow ethical guidelines and confidentiality norms.
• Conduct periodic checks on program quality, staff performance, and parent satisfaction.
• Support audits, reviews, and improvement plans to maintain service excellence.

Required Qualifications & Skills:

• Bachelor’s or Master’s degree in Psychology, Education, Management, or related field.
• 5+ years of experience in customer relationship management or center coordination (preferably in therapy, education, or healthcare sector).
• Strong communication and interpersonal skills with a compassionate approach.
• Excellent organizational, problem-solving, and leadership abilities.
• Proficiency in MS Office and data management systems.

Key Attributes:

• Experience with sales strategies.
• Empathetic and child-focused approach.
• Strong sense of responsibility and integrity.
• Ability to multitask and manage diverse teams.
• Professional demeanour with high attention to detail.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Leave encashment
• Paid sick time
• Paid time off

Work Location: In person