Customer Relationship Manager

Job Title: Customer Relationship Manager

Job Summary

As a Customer Relationship Manager, you will be responsible for building, nurturing, and strengthening long-term relationships with customers to enhance satisfaction, loyalty, and retention. You will serve as the primary point of contact for key customer engagement, retention and collaborate across departments to drive business growth by strategic customer engagement and retention initiatives.

Key Responsibilities

Customer Relationship Building & Management

• Build and maintain strong, long-lasting relationships with customers by understanding their needs, preferences, and business objectives.
• Serve as the main point of contact for customer inquiries, concerns, and feedback.
• Conduct regular follow-ups and check-ins to ensure customer satisfaction and engagement.

Customer Retention & Loyalty

• Develop and implement customer retention strategies aimed at increasing loyalty and reducing churn.
• Monitor customer satisfaction metrics and retention KPIs and recommend improvements.
• Analyse customer feedback and behaviour to drive improvements in products and services.

Cross-Functional Collaboration

• Work closely with sales, marketing, product, and operations teams to ensure a seamless and consistent customer experience.
• Partner with sales teams to identify opportunities for upselling and cross-selling to existing customers.

Strategy & Planning

• Implement CRM strategies to increase customer engagement, satisfaction, and lifetime value.
• Plan and execute communication campaigns (email, newsletters, loyalty programs, events) tailored to customer segments.
• Stay updated on customer trends, market dynamics, and competitive activities to refine CRM approaches.

Reporting & Analysis

• Monitor key performance indicators (KPIs) related to customer engagement, retention, and satisfaction.
• Prepare regular reports for management on customer trends, feedback, and strategy impact.

Skills & Qualifications

• Bachelor’s degree in business administration, Marketing, or related field (preferred).
• Proven experience in customer relationship management, customer engagement, or retention.
• Strong communication (verbal and written) and interpersonal skills.
• Excellent problem-solving, conflict resolution, and negotiation abilities.
• Customer-centric mindset with a focus on service excellence.
• Proficiency in CRM software and data analysis tools.
• Ability to multitask, prioritize, and work collaboratively across teams.

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹70,000.00 per month

Ability to commute/relocate:

• Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer relationship management: 4 years (Preferred)

Location:

• Noida, Uttar Pradesh (Preferred)

Work Location: In person