Job Summary
The Customer Relationship Manager (CRM) is responsible for building, managing, and enhancing long-term customer relationships. The role focuses on improving customer satisfaction, retention, and loyalty through effective communication, CRM systems, and cross-functional coordination.
Key Responsibilities
- Develop and implement customer relationship strategies to improve retention and lifetime value
- Manage and nurture relationships with existing and key customers
- Oversee customer interactions across sales, support, and service touchpoints
- Handle customer escalations, complaints, and service recovery effectively
- Manage and optimize CRM systems, customer data, and workflows
- Analyze customer behavior, feedback, and engagement trends
- Plan and execute customer communication campaigns (email, SMS, calls, WhatsApp)
- Coordinate with Sales, Marketing, Operations, and Support teams
- Lead and guide CRM executives or customer support teams
- Track and report KPIs such as CSAT, NPS, retention, and churn
Required Skills & Competencies
- Strong customer relationship and communication skills
- CRM software knowledge (Salesforce, Zoho, HubSpot, etc.)
- Data analysis and reporting ability
- Leadership and team management skills
- Problem-solving and conflict-resolution skills
- Attention to detail and process orientation
Qualifications
- Bachelor’s degree in Business Administration, Marketing, or a related field
- 3–6 years of experience in customer relationship management or customer service
- Experience managing CRM tools and customer databases
Job Type: Full-time
Pay: ₹15,000.00 - ₹40,000.00 per month
Work Location: In person
