Customer Relationship Manager

Job Description

Key Responsibilities: 1. Customer Engagement & Relationship Building  Build and maintain strong, long-term relationships with customers.  Understand customer needs and preferences to offer personalized product recommendations.  Serve as the main point of contact for VIP or frequent buyers. 2. Sales Support & Upselling  Collaborate with the sales team to manage customer accounts and close sales.  Identify upselling and cross-selling opportunities based on purchase history and customer behavior.  Provide after-sales support and follow-up. 3. Customer Service Management  Handle customer inquiries, feedback, and complaints promptly and professionally.  Resolve issues related to orders, delivery, product quality, or returns.  Ensure high levels of customer satisfaction and retention. 4. CRM System Management  Maintain and update customer databases (e.g., HubSpot, Zoho, Salesforce).  Track customer interactions, order history, and communication logs.  Generate reports on customer trends, complaints, and loyalty metrics. 5. Loyalty & Retention Programs  Design and implement customer loyalty or reward programs.  Track effectiveness of retention strategies and make improvements.  Encourage repeat purchases through email marketing, exclusive offers, and personalized promotions. Skills and Qualifications:  Proven customer support experience or experience in a similar role.  Strong phone contact handling skills and active listening.  Excellent communication and interpersonal skills.  Ability to multi-task, prioritize, and manage time effectively.  Familiarity with CRM systems and practices.  High school diploma; additional qualifications will be a plus. Attributes:  Customer-focused mindset with a passion for helping people.  Problem-solving skills and the ability to think creatively to resolve issues.  Patience and empathy in handling customer concerns.  Adaptability to navigate through different customer personalities and situations.  Commitment to continuous learning and improvement.