Customer Relationship Manager

Customer Relations Manager – Key Responsibilities1. Customer Relationship Management

• Build and maintain strong, long-term relationships with customers.
• Act as the primary point of contact for key accounts and high-value clients.
• Conduct regular check-ins to ensure customer satisfaction and address concerns proactively.

2. Customer Experience Enhancement

• Analyze customer feedback and reviews to identify improvement opportunities.
• Develop and implement customer experience strategies to improve overall satisfaction and loyalty.
• Oversee customer service processes to ensure consistent, high-quality support.

3. Issue Resolution

• Handle complex or escalated customer complaints with professionalism and efficiency.
• Coordinate with relevant departments to resolve customer issues promptly.
• Monitor resolution timelines to ensure SLAs are met.

4. Relationship Strategy & Planning

• Identify customer needs and align company offerings to meet those needs.
• Develop long-term customer engagement plans and loyalty programs.
• Collaborate with marketing and product teams to tailor solutions based on customer insights.

5. Reporting & Analysis

• Track customer satisfaction metrics (NPS, CSAT, retention rates).
• Prepare regular reports for senior management on customer trends, issues, and feedback.
• Use data insights to suggest improvements in processes, products, or services.

6. Team Leadership (if applicable)

• Supervise and mentor customer service or relationship officers.
• Provide training to team members on customer service standards and communication skills.
• Foster a customer-centric culture across the organization.

7. Cross-Functional Collaboration

• Work with sales, marketing, operations, and product teams to enhance customer value.
• Communicate customer needs and expectations to internal stakeholders.
• Ensure alignment between customer requirements and company deliverables.

8. Business Development Support

• Identify upselling and cross-selling opportunities.
• Support sales teams in building proposals and presentations for important clients.
• Participate in client meetings, renewal discussions, and contract negotiations.

Job Type: Full-time

Pay: ₹10,484.83 - ₹30,943.71 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person