Customer Relationship Manager (CRM)

The Customer Relationship Manager (CRM) is responsible for building and maintaining strong, long-term relationships with clients to ensure satisfaction and retention. This role involves acting as the primary point of contact for key customers, addressing their needs, resolving complaints, and identifying opportunities for business growth through upselling and cross-selling. The CRM collaborates with sales, marketing, and other departments to enhance the customer experience and drive revenue.

Key Responsibilities:

• Relationship Building: Develop and nurture trusting relationships with key clients to foster loyalty and ensure long-term partnerships.
• Customer Support: Serve as the primary point of contact, addressing client inquiries, complaints, and feedback promptly and professionally across channels (e.g., email, phone, social media).
• Business Growth: Identify opportunities for upselling and cross-selling products/services to existing clients to increase revenue.
• Customer Retention: Develop and implement strategies to maximize customer satisfaction and reduce churn, including loyalty programs and personalized service.
• Data Analysis: Use CRM software (e.g., Salesforce) to track interactions, analyze customer data, and identify trends to improve products, services, and strategies.
• Collaboration: Work closely with sales, marketing, and product development teams to align on customer needs and enhance the customer journey.
• Complaint Resolution: Resolve customer issues efficiently, turning negative experiences into positive outcomes to maintain brand reputation.
• Market Insights: Monitor competitors and industry trends to inform strategies and maintain a competitive edge.
• Reporting: Conduct regular business reviews using CRM data and provide reports on customer feedback and performance metrics to management.

Qualifications:

• Education: Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Experience: Minimum of 2–3 years of experience in customer relationship management, client services, or a similar role in customer service/sales.
• Skills:
• Excellent communication and interpersonal skills to engage with clients and internal teams.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite (Excel, PowerPoint, Teams).
• Analytical skills to interpret customer data and market trends.
• Empathy, patience, and a customer-first mindset.

Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person