The Customer Relationship Manager is responsible for developing, implementing, and managing strategies that enhance customer satisfaction and loyalty. This role ensures seamless customer service operations, oversees the performance of Customer Relationship Executives, and builds strong long-term relationships with key clients. The CRM acts as the strategic point of contact between the company and its customers, working to resolve issues proactively and deliver an exceptional customer experience.

Key Responsibilities

Lead and manage the customer relationship team to ensure high performance and timely resolution of customer queries.
Develop and execute strategies to improve customer engagement, satisfaction, and retention.
Act as an escalation point for complex customer issues and ensure prompt resolution aligned with company standards.
Analyze customer feedback, service metrics, and interaction data to identify trends and drive continuous improvement.
Ensure all customer interactions are accurately documented and reports are maintained for audits and future analysis.
Oversee the process of customer onboarding, account management, and communication across departments.
Enforce adherence to company policies, procedures, and quality standards during all customer interactions.
Provide regular training, coaching, and development for the customer relationship team.

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Customer Relationship Manager