Senior Executive - CRM

Job Title:

Role Summary:

Key Responsibilities:

• Build and nurture long-term, profitable relationships with customers to ensure high levels of satisfaction and retention.
• Oversee and manage customer relationships handled by both the calling and execution teams to ensure service excellence.
• Address and resolve customer complaints and escalations in a timely and efficient manner.
• Conduct regular customer meetings and visits to understand business requirements and facilitate smooth execution of services.
• Keep customers informed about new products, services, and enhancements to drive increased sales through upselling and cross-selling.
• Contribute to organizational growth and revenue targets by identifying and converting new business opportunities within existing accounts.
• Understand key customer requirements and align them with appropriate product and service offerings.
• Coordinate with internal stakeholders to ensure effective service delivery and execution.
• Prepare and submit accurate and timely MIS reports and ad-hoc reports to management and other stakeholders.
• Monitor competitors’ offerings, pricing, and service models, and share key market insights with relevant teams.
• Maintain proper documentation of customer interactions, feedback, and action points.
  

Key Skills & Competencies:

• Strong customer relationship management and negotiation skills
• Excellent communication and interpersonal abilities
• Problem-solving and complaint-handling skills
• Good understanding of service operations and execution processes
• Ability to identify upselling and cross-selling opportunities
• Analytical skills for MIS and reporting
• Willingness to travel for customer visits as per business requirements
  

Experience & Qualification:

• Graduate/Postgraduate in any discipline (preferred)
• 3–6 years of experience in CRM, customer service, account management, or a related role
• Experience in service-driven or logistics environment will be an added advantage