Customer Relationship Manager

Customer Relationship Manager (CRM) – Job Description

Position: Customer Relationship Manager (CRM)

Location: OMR – Chennai

Employment Type: Full-time

About the Role

We are looking for an experienced and result-oriented Customer Relationship Manager (CRM) to lead and manage our team. The ideal candidate will be responsible for overseeing customer relationship operations, ensuring exceptional customer service, driving team performance, and maintaining high customer satisfaction throughout the customer journey.

Key Responsibilities

• Lead, mentor, and manage the Customer Relationship Executive (CRE) team to achieve customer satisfaction goals.
• Monitor daily activities, performance, and productivity of the team.
• Develop and implement customer relationship strategies to enhance customer experience and retention.
• Handle escalated customer concerns, complaints, and critical issues with professionalism and timely resolution.
• Ensure all customer interactions are handled efficiently and in line with company standards.
• Coordinate with Sales, Design, Operations, and Service teams to ensure seamless customer communication and project execution.
• Monitor customer feedback, identify improvement areas, and implement corrective actions.
• Maintain and analyze CRM data to generate reports, customer insights, and performance metrics.
• Conduct regular team meetings, performance reviews, coaching, and training sessions for CREs.
• Establish and monitor customer service KPIs, SLAs, and quality standards.
• Ensure proper follow-up with customers at every stage of the customer lifecycle.
• Drive customer retention, referrals, and overall customer engagement initiatives.
• Prepare MIS reports and present customer service performance to management.

Requirements

• Bachelor's degree in Business Administration, Marketing, Management, or any relevant discipline.
• 4–8 years of experience in Customer Relationship Management, Customer Service, Client Servicing, or Team Management.
• Prior experience managing a team of Customer Relationship Executives (CREs) is highly preferred.
• Strong leadership, coaching, and people management skills.
• Excellent communication, interpersonal, and stakeholder management abilities.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced, customer-focused environment.
• Proficiency in CRM software and MS Office.

Key Skills

• Team Leadership & People Management
• Customer Relationship Management
• Customer Experience Management
• Escalation & Conflict Resolution
• Performance Management
• Communication & Stakeholder Management
• Problem Solving & Decision Making
• CRM Software & MIS Reporting
• Process Improvement
• Time Management

Why Join Us?

• Opportunity to lead and build a high-performing customer relationship team.
• Career growth in a fast-growing organization.
• Collaborative and customer-centric work environment.
• Continuous learning and leadership development opportunities.