Customer Relationship Manager

Job Description

About the Role: We are seeking an experienced and dynamic Customer Relationship Manager to lead our customer experience initiatives, manage front-line support teams, and strengthen long-term client relationships. The ideal candidate is customer-obsessed, performance-driven, and has strong team leadership and communication strategy skills. Key Responsibilities: 1. Team Management & Training Recruit, onboard, and train front desk and tele-support staff. Conduct ongoing training sessions on communication, empathy, product knowledge, and professional behavior. Monitor staff performance metrics and provide regular feedback for improvement and engagement. 2. Customer Experience & Communication Strategy Set up and manage multi-channel customer communication touchpoints including calls, visits, emails, and feedback loops. Ensure frontline staff can professionally handle customer queries, complaints, and service-related conversations. Implement or coordinate with vendors to set up a CRM system to centralize customer data and monitor all interactions (billing, sales, service, etc.). Build strong customer relationships through proactive outreach, timely service updates, and responsive engagement. Identify upselling or cross-selling opportunities based on customer history, needs, and behavior. Develop premium customer touchpoints for high-value clients to ensure satisfaction, loyalty, and long-term retention. 3. Reporting & Strategy Design and maintain dashboards tracking key customer service KPIs such as satisfaction scores, first-contact resolution rate, and team responsiveness. Conduct regular brainstorming and review sessions to improve customer experience strategy and team performance. Share customer insights with cross-functional teams for product/service improvements. Key Skills & Qualifications: Bachelor’s degree in Business, Marketing, or a related field (MBA preferred). Proven experience in customer service, CRM, or team management roles. Strong leadership and interpersonal skills. Excellent written and verbal communication. Proficiency in CRM software tools and data analytics. Empathetic, proactive, and solutions-oriented mindset.