Client Relations Manager

Purpose

Drive business growth in the branch through business development activities, including cross selling and managing customer relationships and appropriate customer support thereby ensuring achievement of branch sales targets.

Key Responsibilities

• Provide inputs into formulation of a sales plan for the branch in terms of identifying potential clients, highlighting customer requirements and forecasting market trends
• Monitor sales targets at the branch level on a monthly basis, highlight deviations and initiate corrective action as required
• Ensure adherence to sales budget at the branch level
• Identify potential business opportunities from multiple channels and develop a pursuit plan
• Negotiate and finalize terms with clients in terms of product specifications, payment terms and timelines and obtain approval from the Regional Head – Sales & Marketing
• Build and maintain relationships with customers in the branch to facilitate deep understanding of their needs and direct swift resolution of any customer queries
• Ensure specifications of the customer are documented in the relevant formats and forwarded to the concerned department
• Liaise with the IPC team at the center to ensure execution of orders in line with predefined timelines and criteria
• Liaise with the customer on a regular basis and ensure changes in order specifications are communicated to the concerned department
• Drive collections from clients as per contractual agreement
• Ensure timely dispatch of the goods to the client's site as per the delivery schedule
• Institutionalize policies / processes to enhance response quality and minimize response time to customer queries and provide the support required by customers
• Lead establishment of service centers or identify partner agencies to provide quick after sales service to customers
• Provide technical support to customers on after-sales related issues
• Ensure all customer complaints are recorded and resolved within predefined timelines
• Monitor statutory compliance matters and accounts and administration at the branch office.
• Ensure that all customer interaction activities are properly logged and updated in appropriate systems
• Liaise with the network of distributors and dealers in the territory and escalate any significant issues to the Regional Head
• Ensure effective management of all activities related to dealers such as stock booking, raising invoices, making payments etc.
• Keep abreast with developments in the branch and provide data to the marketing team on potential opportunities for expansion / diversification into new markets / geographies
• Ensure a monthly MIS is compiled and dispatched to facilitate and aid in effective management decision making
• Track inventory of spare parts required for servicing customer requirements on a continuous basis
• Oversee accounts and administration activities at branch level.

Ensure timely response to the customer on any queries / issues raised by them during finalization / execution / post execution sales