JOB DESCRIPTION Job Title : Customer Relations Manager Function : Retail Department : Sales & CRM Location : Hyderabad Reporting to : Regional Sales Manager _____________________________________________________________________________ Job Summary: As a Customer Relationship Manager (CRM) your primary responsibility is to build and maintain strong relationships with customers to ensure their satisfaction and loyalty. You will play a crucial role in understanding customer needs, resolving any issues, and providing exceptional service throughout the entire customer journey. 1)Relationship Building: Develop and nurture relationships with new and existing customers. Understand customers' preferences, needs, and purchase patterns. Act as a trusted advisor to customers, offering guidance and suggestions on products and services. 2)Customer Service: Provide exceptional customer service by promptly responding to inquiries, concerns, and complaints. Ensure timely and accurate resolution of customer issues, coordinating with other departments as necessary. Handle escalated customer situations, demonstrating empathy and problem-solving skills. Proactively follow up with customers to ensure their satisfaction and address any outstanding concerns. 3)Customer Feedback and Data Analysis: Collect customer feedback and conduct surveys to gauge satisfaction levels. Analyze customer data and trends to identify areas for improvement in products and services. Provide feedback and suggestions to the management team to enhance the overall customer experience. 4)Industry Knowledge: Stay updated on the latest trends, developments, and competition within the industry. Attend industry events, conferences, and trade shows to network and expand knowledge. Critical Success Factor Excellent interpersonal and communication skills. Strong problem-solving and conflict resolution abilities. Detail-oriented with excellent organizational and time management skills. Proficiency in customer relationship management (CRM) software and Microsoft Office Suite Ability to work collaboratively in a team environment. Education & Experience Min Graduate / Bachelor's degree in business, marketing, or a related field (preferred). 1-4 Yrs of Proven experience in customer relationship management or a similar customer-facing role, preferably within the furniture industry / Retail /BPO