Customer Relationship Manager

We are looking for an experienced and customer-focused professional to join our team as a Customer Relationship Manager. As a Customer Relationship Manager, you will play a pivotal role in fostering positive relationships with our customers, ensuring their satisfaction, and driving customer loyalty. The ideal candidate should have a proven track record in customer relationship management, excellent communication skills, and a passion for delivering exceptional customer experiences.

Roles and Responsibilities:

1. Customer Engagement:

• Build and maintain strong, positive relationships with customers through regular communication and engagement.
• Proactively reach out to customers to gather feedback and address concerns.

2. Customer Satisfaction:

• Monitor and assess customer satisfaction levels through surveys, reviews, and direct interactions.
• Implement strategies to enhance overall customer satisfaction and loyalty.

3. Issue Resolution:

• Act as a point of contact for customer inquiries, concerns, and escalations.
• Work closely with internal teams to address and resolve customer issues promptly.

4. Upselling and Cross-selling:

• Identify opportunities for upselling and cross-selling of products or services to existing customers.
• Collaborate with sales and marketing teams to implement targeted campaigns.

5. Customer Retention:

• Develop and execute customer retention strategies to reduce churn and increase customer lifetime value.
• Implement loyalty programs and incentives.

6. Communication:

• Communicate product updates, promotions, and relevant information to customers.
• Provide clear and timely information to customers regarding their inquiries.

7. Documentation and Reporting:

• Maintain accurate and detailed records of customer interactions and transactions.
• Generate regular reports on customer satisfaction and engagement metrics.

Qualifications:

1. Education:

• Bachelors degree in Business, Marketing, or a related field.
• Master degree will get an advantage.

2. Experience:

• 8 to 15 years of experience in customer relationship management roles.
• Proven track record of successfully managing and retaining customer accounts.

3. Communication Skills:

• Excellent verbal and written communication skills.
• Ability to communicate effectively with customers and internal teams.

4. Problem-Solving:

• Strong problem-solving skills with the ability to address customer issues and find satisfactory solutions.

5. Empathy:

• Empathetic and customer-focused approach in understanding and addressing customer needs.

6. Sales Acumen:

• Basic understanding of sales processes and the ability to identify upselling and cross-selling opportunities.

7. CRM Software:

• Proficiency in using Customer Relationship Management (CRM) software.