Job Summary
We are seeking a dedicated and detail-oriented Customer Relations Manager to oversee and monitor the company's Customer Relationship Management (CRM) system on a daily basis. The ideal candidate will be responsible for ensuring proper lead management, customer follow-ups, data accuracy, team compliance with CRM processes, and timely reporting to management. The role requires strong coordination skills, analytical ability, and a customer-centric approach to improve service quality and business performance.
Key ResponsibilitiesCRM Monitoring & Management
- Conduct daily monitoring of the CRM system and ensure all customer interactions are updated accurately.
- Track lead generation, lead allocation, follow-ups, conversions, and closures.
- Ensure all departments and team members adhere to CRM procedures and timelines.
- Identify pending, overdue, or unattended leads and coordinate with the concerned team members for immediate action.
- Monitor customer journey stages and ensure timely progression through the sales pipeline.
- Maintain data integrity by reviewing and correcting incomplete, duplicate, or inaccurate records.
Reporting & Analysis
- Prepare and submit daily, weekly, and monthly CRM performance reports to management.
- Generate reports on lead status, conversion rates, customer feedback, sales performance, and pending follow-ups.
- Analyze CRM data to identify trends, gaps, and opportunities for improvement.
- Present findings and recommendations to management for process enhancement.
Customer Relationship Management
- Monitor customer satisfaction levels and ensure prompt resolution of customer concerns.
- Coordinate with sales, operations, visa, ticketing, holiday, and customer service teams to ensure seamless customer experience.
- Follow up on customer complaints, feedback, and service issues until closure.
- Ensure customers receive timely communication and updates regarding their requests and services.
Process Compliance & Coordination
- Ensure CRM SOPs and company policies are followed by all users.
- Conduct periodic audits of CRM entries and user activities.
- Coordinate with department heads regarding CRM-related performance and pending tasks.
- Support management in implementing CRM improvements and process automation initiatives.
- Assist in staff training and orientation on CRM usage and best practices.
Desired Skills & Competencies
- Strong knowledge of CRM systems and customer relationship management processes.
- Excellent reporting, analytical, and organizational skills.
- Strong communication and interpersonal abilities.
- Proficiency in MS Excel, Word, and reporting tools.
- Ability to monitor multiple activities simultaneously and meet deadlines.
- High attention to detail and accuracy.
- Problem-solving and coordination skills.
Qualifications
- Bachelor's Degree in Business Administration, Management, Marketing, or a related field.
- Minimum 2–5 years of experience in CRM management, customer service, operations, or a similar role.
- Experience in the Travel, Tourism, Visa, or Service Industry will be an added advantage.
Key Performance Indicators (KPIs)
- Daily CRM monitoring and compliance rate.
- Lead response and follow-up completion percentage.
- Lead conversion tracking and reporting accuracy.
- Customer complaint resolution time.
- CRM data accuracy and completeness.
- Timely submission of management reports.
- Customer satisfaction and retention levels.
Preference
- Strong administrative and coordination capabilities are essential.
- Candidates with experience in CRM monitoring and reporting within a service-oriented organization will be given preference.
Salary: As per company standards and experience.
Joining: Immediate / As per company requirement.
Pay: ₹25,000.00 - ₹45,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
