Customer Relationship Manager

Overview

The Customer Relationship Manager will be responsible for nurturing and maintaining customer relationships, managing the customer database efficiently, improving retention rates, generating referrals and cross-selling opportunities, ensuring timely follow-ups, and supporting payment collection processes to maximize customer satisfaction and lifetime value.

Primary Responsibilities

• Maintain an accurate and up-to-date customer database within the CRM system, ensuring completeness of service history and communication records and removing duplicates.
• Conduct regular follow-up calls with customers, address their queries by coordinating with relevant departments, and uphold high customer satisfaction levels.
• Solicit referrals from satisfied customers, track those referrals, and liaise with the sales team to convert referral leads, aiming to meet monthly referral targets.
• Identify opportunities for cross-selling and up-selling additional company services, collaborate with sales teams for lead conversion, and monitor progress.
• Assist in payment collection by following up on outstanding dues through calls, emails, and WhatsApp messages, coordinating with accounts to minimize overdue payments, and documenting all payment follow-ups.
• Engage inactive or former customers to revive business, conduct satisfaction surveys, maintain long-term relationships with key clients, and work to reduce customer churn through consistent engagement.
• Compile and submit detailed daily, weekly, and monthly CRM reports covering customer calls, referrals, cross-selling, collections, and feedback, ensuring thorough documentation of all interactions.

Required Skills and Qualifications

• Strong communication and interpersonal skills with a customer-centric approach.
• Experience and proficiency in CRM software and Microsoft Excel for reporting.
• Effective follow-up, negotiation, problem-solving, time management, multitasking abilities, and attention to detail.
• Educational qualification: Graduate in any discipline; MBA preferred.
• 1 to 3 years of work experience in CRM, customer service, or client relationship management.

Performance Goals

• Maintain precise and current customer records.
• Ensure timely follow-up communications with customers.
• Consistently generate referrals and cross-selling business opportunities.
• Support efforts to reduce overdue payment amounts.
• Enhance customer retention and satisfaction metrics.
• Deliver accurate and punctual reporting of activities and results.