Customer Relationship Manager

Job Overview

The Customer Relationship Manager (CRM) will lead and oversee the CRM team to deliver exceptional customer service while building and sustaining strong client relationships to drive business growth. This position involves supervising team activities, managing customer interactions, coordinating with various departments, and ensuring swift resolution of queries and complaints.

Primary Responsibilities

• Manage, lead, and guide the CRM team effectively.
• Assign daily tasks and monitor individual and team performance.
• Ensure prompt follow-ups with customers via calls, WhatsApp, and other communication platforms.
• Develop and nurture strong connections with both existing and potential customers.
• Track customer satisfaction levels and handle escalated complaints efficiently.
• Liaise with Sales, Dispatch, Warehouse, Billing, and Accounts teams to guarantee smooth order processing.
• Daily review of pending orders, customer concerns, and follow-up status.
• Maintain accurate and up-to-date customer records within CRM systems.
• Oversee payment reminders and collaborate closely with the Accounts department.
• Generate comprehensive CRM performance reports on a daily, weekly, and monthly basis.
• Conduct training sessions for CRM staff on customer communication, handling techniques, and organizational processes.
• Implement strategies aimed at boosting customer retention and repeat business.
• Establish performance goals and carry out periodic evaluations of CRM team members.
• Identify and recommend improvements in customer service workflows to enhance efficiency.
• Report key performance indicators, customer feedback, and business insights to senior management.

Required Qualifications and Skills

• Bachelor's degree qualification.
• Strong communication abilities, including active listening and articulate verbal and written skills.
• Capability to prioritize multiple tasks and manage time efficiently.
• Positive mindset with a strong dedication to work ethics.
• Competency in MS Excel for data management and reporting.
• Prior experience supervising or leading a team.
• Familiarity with Tally ERP or Prime software.
• Basic math skills, including discount and interest calculations.