What does a customer relation manager do?
A customer relation manager (CRM) ensures customers are satisfied with the company’s products or services. They are responsible for creating and implementing service strategies and developing customer retention programs – to foster long-lasting relationships with your existing clientele, which would, in turn, promote word-of-mouth marketing.
They serve as the primary point of contact for customers and are responsible for handling customer inquiries, feedback, and complaints. Customer relation managers work closely with sales and marketing teams to improve the customer experience and identify areas for improvement.
‘Customer relationship manager’, ‘client relationship manager’, and ‘customer success manager’ are other common job titles used in India to identify customer relation managers.
Depending on the company and industry, these job titles may have to do with slightly different responsibilities and requirements. However, they all involve managing client relationships and ensuring satisfaction with the products or services of a business.
Job Description: Template
We are looking for an experienced customer relation manager to join our team. As a CRM, you will ensure that our customers receive great customer service. You’ll be responsible for promptly addressing their inquiries and resolving any issues.
If you are an expert in handling client inquiries, adept at collaborating with other departments to optimise customer experience and have a passion for customer service, you are the ideal candidate for us.
We offer an attractive pay package, comprehensive health benefits, and opportunities for career progression within the company. Our commitment to fostering diversity and inclusivity means we welcome candidates of all backgrounds to apply.
Your role
- Establish and maintain positive relationships with existing clients.
- Provide prompt, efficient, and satisfactory responses to customer inquiries.
- Identify opportunities for improving the customer experience and provide feedback to relevant teams and departments.
- Analyse customer data to identify patterns and insights; and leverage this information to enhance customer relationship management strategies.
- Collaborate with other departments (marketing, sales, logistics, and product development) to optimise the existing customer experience journey.
Your tasks
- Manage customer interactions, inquiries and complaints across various channels, including email, phone, and social media.
- Support successful customer retention initiatives, such as customised marketing campaigns and loyalty programs.
- Monitor customer feedback regularly and identify areas of improvement in our products and services.
- Stay updated about industry trends and CRM best practices to ensure our processes and procedures are optimised.
Your profile
- A bachelor’s degree in a relevant field, such as marketing, business administration, communication, or customer relationship management.
- 2+ years of experience in a customer-facing role.
- Successful record of developing and implementing customer relations strategies.
- Strong problem-solving abilities with time management skills.
- Fluency in English, Hindi and at least one regional language.
- Persuasive communication and interpersonal skills to collaborate effectively with internal teams like marketing and product development and integrate customer feedback into the company’s strategies and initiatives.
- A customer-centric attitude to handle challenging client situations.
Preferred skills and qualifications
- Prior experience managing a team of customer service representatives.
- Proficiency in CRM software, such as Salesforce or Hubspot.
- Program certifications such as Microsoft Certified Dynamics 365 Fundamentals.
- Soft skills such as patience, adaptability, and empathy.
