Customer Relationship Manager

Key Responsibilities 1. Customer Engagement  Strengthen customer relationships through proactive communication and reviews.  Lead and support CREs in customer communication and engagement activities.  Keep customers informed on offers and service updates. 2. Tele-Operations & Lead Management  Oversee tele-enquiry, call pickup, missed call return, and lead handling.  Audit CRE calls for quality and script adherence.  Train CREs and maintain communication scripts.  Manage CRM/CTI systems and dashboards. 3. Campaign & Business Growth  Drive service reminders, appointment bookings, renewals, and follow-ups.  Drive customer relation related marketing campaigns (WhatsApp/SMS/calling).  Run customer reactivation and loyalty campaigns.  Track campaign ROI and improve outcomes. 4. Process Improvement & Audit  Conduct regular audits of CRE interactions and implement corrective actions.  Ensure adherence to SOPs, call quality standards, and data hygiene.  Drive cross-functional initiatives to enhance customer experience. 5. Reporting & Analytics  Prepare daily/weekly/monthly MIS reports.  Track key metrics: lead conversion, follow-ups, service appointment ratio, CLV, etc.  Implement improvement plans based on data insights. Skills & Competencies  Strong communication skills in Kannada, English & Hindi (mandatory).  Customer-centric approach with strong interpersonal skills.  Basic marketing + CRM knowledge to support customer engagement programs.  Analytical, training, and team supervision abilities.  Proficiency in CRM/CTI tools, MS Excel & PowerPoint.  Strong planning, coordination, and problem-solving skills.