Senior CRM – Job Description
Position: Senior CRM
Department: Customer Relationship Management / Operations
Reporting To: Head – Operations / Management
Employment Type: Full-time
Location: Kochi
About the Role
We are looking for a Senior CRM to take ownership of the company's post-sales customer relationship and service management.
The role will act as the primary coordination point between customers and internal departments after a transaction is completed. The Senior CRM will ensure that customer commitments are tracked, queries are resolved, service requests are followed through, documentation is maintained, and customers receive a consistent and professional experience throughout their relationship with the Group.
The role is strictly focused on after-sales customer relationship management and does not carry sales or business-development responsibilities.
Key Responsibilities1. Customer Onboarding & Post-Sales Coordination
- Take ownership of the customer relationship after completion of the sale/transaction.
- Ensure smooth customer onboarding and orientation.
- Coordinate collection and verification of required customer documents.
- Maintain complete and updated customer profiles in the CRM/ERP.
- Ensure customers receive all relevant documents, agreements, receipts, certificates and other communications.
2. Customer Query & Complaint Management
- Act as the primary point of contact for customer queries and service requests.
- Register, classify and track customer complaints through the CRM.
- Coordinate with the concerned departments for timely resolution.
- Follow up until the issue is completely resolved and formally closed.
- Maintain proper records of complaints, actions taken and resolution timelines.
- Escalate unresolved or sensitive matters to Management within the defined timeline.
3. Customer Commitment Tracking
- Maintain a Customer Commitment Register covering all commitments made to customers.
- Track promised deliverables, timelines, benefits, services and documentation.
- Ensure that commitments are not missed or delayed.
- Coordinate internally to ensure timely fulfilment of customer commitments.
- Escalate potential delays before they become customer complaints.
4. Hospitality & Stay Coordination
Where applicable, coordinate customer hospitality benefits and stay-related requirements, including:
- Complimentary stay entitlements
- Annual stay privileges
- Booking requests
- Customer confirmations
- Coordination with the concerned property/resort
- Stay-related complaints and service recovery
- Tracking utilisation of customer benefits
5. Customer Communication
- Maintain regular and professional communication with existing customers.
- Issue customer updates, notices, confirmations and important communications.
- Coordinate customer communication during operational changes, delays or special circumstances.
- Ensure communication is accurate, timely and consistent with Management-approved policies.
6. Documentation & CRM Management
- Maintain complete and accurate customer records in the CRM/ERP.
- Ensure every customer interaction is properly recorded.
- Maintain records of:
- Agreements
- Payment-related documents
- Customer requests
- Complaints
- Service tickets
- Commitments
- Correspondence
- Stay entitlements
- Approvals
- Closure confirmations
- Ensure confidentiality and security of customer information.
7. Interdepartmental Coordination
Coordinate with:
- Operations
- Finance & Accounts
- Legal
- Property/Resort Operations
- Administration
- Documentation Team
- Management
- Other relevant departments
The Senior CRM should ensure that the customer does not have to run between departments for resolution of an issue.
8. Customer Feedback & Experience
- Collect customer feedback at appropriate stages of the customer journey.
- Identify recurring customer concerns and service gaps.
- Analyse feedback and recommend improvements.
- Develop customer satisfaction and service-quality reports.
- Identify opportunities to improve the overall customer experience.
9. Escalation Management
- Maintain a structured escalation mechanism for important customer matters.
- Identify high-priority, sensitive and VIP customer cases.
- Escalate matters requiring Management intervention promptly.
- Maintain an escalation tracker until closure.
10. MIS & Management Reporting
Prepare periodic CRM reports covering:
- Total active customers
- New customers onboarded
- Pending customer requests
- Open complaints
- Ageing of complaints
- Resolved vs. pending cases
- Customer commitments pending
- Stay/benefit utilisation
- Escalated cases
- Customer feedback
- Service-level performance
- Recurring issues and recommended corrective actions
Key Performance Indicators
The Senior CRM will primarily be measured on customer service quality and operational effectiveness, including:
- Customer response time
- Complaint resolution time
- Percentage of cases resolved within SLA
- Pending case ageing
- Commitment fulfilment rate
- CRM data accuracy
- Customer satisfaction
- Escalation resolution
- Documentation completeness
- Customer retention/relationship quality
- Timeliness of MIS and reporting
Candidate Profile
Qualification: Bachelor's degree in Business Administration, Hospitality, Commerce, Communications or a related discipline.
Experience: 3–6 years of experience in Customer Relationship Management, After-Sales Service, Hospitality CRM, Customer Success or Service Operations.
Skills Required
- Excellent verbal and written communication
- Strong customer-handling skills
- Excellent follow-up and coordination ability
- Strong documentation and record-management skills
- Good problem-solving ability
- Patience and professional maturity in handling difficult customers
- Strong ownership and accountability
- Good knowledge of CRM/ERP systems
- Good MS Excel/Google Sheets skills
- Ability to manage multiple customer cases simultaneously
- High level of confidentiality and professionalism
Added Advantage: Experience with Bitrix24, Zoho CRM, Salesforce, HubSpot or similar CRM/ERP platforms, particularly in an after-sales environment.
Pay: ₹20,000.00 - ₹40,000.00 per month
Work Location: In person
