Customer Relationship Manager

Job Description

Job Description: We are looking for a proactive and customer-focused CRM Executive to manage and enhance our customer relationships. The role requires strong communication skills, data management expertise, and a deep understanding of client needs to drive customer satisfaction and retention. Key Responsibilities (KRA): Customer Relationship Management: Build and maintain strong relationships with clients. Address customer inquiries and resolve issues promptly. Ensure timely follow-ups and engagement with customers. CRM System Management: Maintain and update customer databases in the CRM software. Track customer interactions, feedback, and complaints. Generate reports on customer engagement and satisfaction. Sales Support & Coordination: Assist the sales team with client data and insights. Coordinate with internal teams for seamless order processing and delivery. Follow up with customers for repeat business and referrals. Customer Engagement & Retention: Develop and implement strategies for customer retention and loyalty. conduct surveys and gather feedback for service improvement. Organize and manage customer engagement programs. Market Analysis & Reporting: Analyze customer trends and purchasing behavior. Prepare reports on customer feedback and suggest improvements. Identify opportunities for upselling and cross-selling. Key Skills & Qualifications: Bachelor's degree in Business Administration, Marketing, or a related field. 2-5 years of experience in CRM, sales support, or customer service. Proficiency in CRM software (Salesforce, Zoho, or similar). Strong communication and interpersonal skills. Ability to analyze data and derive actionable insights. Proactive problem-solving attitude and customer-first approach. Key Performance Indicators (KPI): Customer Satisfaction Score (CSAT): Maintain a minimum satisfaction score of 85% based on customer feedback. Customer Retention Rate: Achieve a retention rate of at least 80% for existing clients. Response Time: Ensure 100% responses to customer queries within 24 hours. CRM Data Accuracy: Maintain 95% accuracy in CRM records and data updates. Upselling & Cross-Selling Revenue: Contribute to at least 10% growth in additional sales from existing clients. Lead Conversion Rate: Support the sales team in achieving a minimum 20% conversion of CRM-generated leads. Customer Complaint Resolution: Ensure that 90% of customer complaints are resolved within the agreed SLA time. Engagement Activities: Successfully execute at least 4 customer engagement initiatives per quarter.