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Head - Customer Relationship

Head - Customer Relationship

ConfidentialGurgaon / Gurugram
30+ days ago
Job description

Client Engagement and Relationship Building

  • Travel regularly to meet clients, build rapport, and strengthen long-term business relationships.
  • Serve as the primary contact for high-value clients, ensuring their needs are proactively addressed.
  • Foster client trust by delivering personalized attention and consistent communication.

CRE Team Leadership

  • Lead and manage the Customer Relationship Executive (CRE) team, ensuring high levels of engagement and performance.
  • Monitor team KRAs and support skill development through training, coaching, and feedback.
  • Align team efforts with business goals to maximize client satisfaction and retention.

    • Performance Monitoring and Reporting

  • Evaluate team performance using key metrics such as customer satisfaction, retention, and responsiveness.
  • Deliver regular performance reports and insights to senior management with actionable recommendations.
  • Implement continuous improvement plans based on team and client feedback.

    • Issue Resolution

  • Serve as the escalation point for critical client concerns and complaints.
  • Coordinate with internal teams to quickly resolve service delivery issues or process gaps.
  • Ensure resolution outcomes meet or exceed client expectations.

    • Strategy and Growth

  • Contribute to the development of strategic plans for improving customer relationship practices.
  • Identify areas for expanding client engagement and increasing business opportunities.
  • Stay informed about market trends and customer behavior to enhance service delivery strategies.

    • Qualifications and Skills

  • Bachelor's degree in business administration, marketing, or a related field
  • Minimum 3–5 years of leadership experience in customer relationship or client-facing roles
  • Strong communication and interpersonal skills
  • Proven ability to lead and motivate teams, manage KRAs, and drive performance
  • Skilled in handling escalations and delivering customer-centric solutions
  • Willingness to travel frequently to client locations
  • Strategic thinker with a customer-first mindset and high adaptability

    • Skills Required

    Data Analysis, crm software, Account Management, Customer Retention, Sales Strategy, Conflict Resolution

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    Customer Relationship • Gurgaon / Gurugram