Senior Manager CRM

JD

Position : Senior Manager CRM -Key Accounts

ROLES & RESPONSIBILITIES

To align Customer Relationship activities to drive long term growth Sustainability at Scale.

To lead a team managing Key B2B customers through strategic Service process and manage the

entire lifecycle of the account

To lead and manage a team of CRM and CRE at Regions and to create and maintain Profitable

business with high Customer satisfaction levels.

Onboarding and nurturing of new clients setup for success

Responsible to drive revenue metrics with continuous customer engagements

Monitor account performance and utilization for key metrics and work towards Resolution.

Monitor clients usage throughout their lifecycle to identify and prioritize at-risk accounts and

mitigate churn

Plan and lead Business reviews with the Key Account stakeholders in order to maintain high levels

of engagement

Driver higher NPS (Net Promoter Score)

Drive outcome conversations and build rapport with customers and their key decision-makers, as

well as legal, finance, and procurement teams

Establishes and monitors customer service performance standards.

Develops processes to identify customer problems and resolve them expeditiously

Serve as the voice of the Customer and provide internal feedback to Product, Operations, Sales and

other teams on Customer needs

Sharing inputs over network expansion, evaluating competitor's presence in the market & build

strategies to improve

Responsible for P & L for Zonal CRM Team.

Drive & Achieve revenue targets in line with the established targets .

Work with senior management, cross-functional teams and other relevant stakeholders to forecast

and manage the business requirements.

QUALIFICATIONS / SKILLS REQUIRED

Organizational skills including prioritizing, planning, assigning and controlling objectives.

Ability to interact at all levels in an organization with strong inter-personal skills.

Self-motivated with ability to work independently or as part of a team with varied

backgrounds/functions/products.

Proven to be successful when working under pressure and tight timelines.

Results-oriented and places great emphasis on customer focus.

Relationship building

Industry knowledge would be preferred

8-10 years experience in the fields of sales, customer success, Relationship management in the

B2B industry ; Logistics industry experience will be an added advantage

Customer-oriented and focused

Strategic planning and analytical skills

Conflict resolution and problem-solving skills

Proficient in MS-Office

Active listener with strong verbal & written skills

Excellent time management and organization skills, and ability to operate under strict

deadlines