Customer Relationship Management (CRM)

Job Title : Customer Relationship Manager

Roles and Responsibilities :

1. Customer Service :

Provide information about products, services, and offers to customers.

Handle inbound and outbound calls to understand customer needs and resolve issues.

Address customer feedback to improve service and processes.

2. Sales and Operations :

Drive sales through efficient store operations and customer service delivery.

Set store sales plans and quotas aligned with business objectives.

Maintain gross margin, stock on hand (SOH), segment & brand mix, and discount management.

3. Inventory and Merchandising :

Recommend product lines and ensure appropriate merchandise mix.

Manage inventory, shrink control, and cost optimization.

Implement production, productivity, quality, and customer service standards.

4. Team Management :

Motivate and retain store personnel.

Foster teamwork and manage performance among store staff.

Identify and develop talent for critical positions.

5. Compliance and Reporting :

Manage commercials and statutory compliance.

Stay updated on competition and manage customer escalations.

Drive local events and promotions as per the marketing calendar.

6. Customer Engagement :

Promote a "Customer Obsessed Culture" to prioritize customer centricity.

Improve engagement with merchandise and provide outstanding customer service.

Maintain floor appearance, direct customers to goods, and operate cash registers.

Key Performance Indicators :

Business Management : Gross Margin, SOH, Segment & Brand mix, Discount Management, Brand share.

Customer Experience : VOC (Voice of Customer) participation, score, SQA (Service Quality Assurance), complaints, Loyalty cards.

People Management : Team performance, talent development.

Business Acumen : Profitability, competition awareness.

Jio Business : Activations, recharges, CAF rejections.

Qualifications :

Graduation / Post Graduation.

Excellent communication skills, enthusiastic and confident personality.

Sales and deal closing skills with a proven track record.

Awareness of new technology (Digital Products).

This role is crucial for ensuring a high level of customer satisfaction and driving the overall success of the store

Preference will be given to People who are working for Banking sector,Telecom sector and also who are working in Croma,Pai,Unilet, Adishwar Electro, girias