Customer Relationship Manager

MALABAR GOLD & DIAMONDS is seeking a dynamic Customer Relationship Manager to join our team. In this pivotal role, you will be responsible for enhancing customer satisfaction and loyalty by overseeing CRM operations, managing complaints, driving digital leads, and implementing strategic customer engagement programs across our stores. If you are passionate about building strong customer relationships and driving operational excellence, we invite you to contribute to our continued success.

Role & Responsibilities

• Liaison with Store Heads to identify and resolve CRM-related gaps.
• Oversee Google review management to enhance online reputation and customer satisfaction.
• Efficiently handle complaint management , ensuring swift resolution and customer retention.
• Drive digital leads through strategic initiatives, optimizing lead generation channels.
• Develop and implement target-setting strategies for stores to achieve performance goals.
• Streamline report management for comprehensive insights into operational performance.
• Coordinate upcoming campaign details for effective campaign management.
• Design and execute customer engagement programs to foster brand loyalty.
• Provide comprehensive CRE (Customer Relationship Executive) training to enhance customer service excellence.
• Spearhead the implementation and adoption of CRM systems in new stores.
• Lead the hiring and induction process for Customer Relationship Executives (CRE) to build a skilled team.
• Own customer quality for the region , ensuring high levels of data fill rate on CRM.
• Establish rewards and recognition programs to motivate and retain high-performing staff.
• Ensure meticulous customer data management to support targeted marketing efforts.
• Suggest process improvements wherever required, to enhance customer experience, sales, or efficiency.

Skills Required

Complaint Management, Crm Systems, Process Improvement, Data Management, Customer Relationship, Customer Service