CRM Manager

Merci Global; Surat; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Merci Global field-based role seeking a relationship manager to own live customer relationships across Gujarat. You will visit customer premises, meet owners and directors, resolve grievances before escalation, and ensure commitments are honoured.

This is a retention role, not a sales-target role. The ideal candidate has 5–8 years in customer relations, ERP/B2B software familiarity, and strong relationship-building.

Qualifications

• 5–8 years in customer relations required.
• ERP/IT/B2B software experience preferred; strong relationship-building.
• Graduate or MBA; valid driving licence and own vehicle required; Gujarati fluency expected.

Responsibilities

• Conduct planned relationship visits to customer sites; meet owners/directors, not just users.
• Capture and resolve grievances end to end; own each one until closure confirmed by customer.
• Drive AMC and licence renewals; identify churn risk early and recover at-risk accounts.
• Identify upsell and referral opportunities and route to Sales with full context.
• Coordinate across Support, Implementation and Accounts as the customer's voice inside the company.
• Keep CRM updated daily; file a visit report and MOM within 24 hours of every visit.
• Ensure visit-plan adherence and owner/director-level coverage.
• Close grievances within committed timelines; support renewal retention and churn reduction.

Skills

Customer relations

Key account management

Client servicing

Relationship-building

Gujarati fluency

Hindi & English proficiency

CRM tools

Education

Graduate degree

MBA preferred

Tools

CRM software

WhatsApp Business

Job description

Own the health of Merci Global's relationships with its live customers. You'll be on the road most days — visiting customer premises, meeting owners and directors face to face, resolving grievances before they escalate, and making sure every commitment we make is honoured. This is a retention and relationship role, not a sales-target role.

Key Result Areas

• Conduct planned relationship visits to customer sites; meet owners/directors, not just users
• Capture and resolve grievances end to end; own each one until the customer confirms closure
• Drive AMC and licence renewals; spot churn risk early and recover at-risk accounts
• Identify upsell and referral opportunities and route them to Sales with full context
• Act as the customer's voice inside the company — coordinate across Support, Implementation and Accounts
• Keep CRM updated daily; file a visit report and MOM within 24 hours of every visit
• Visit-plan adherence and owner/director-level coverage
• Grievance closure within committed timelines
• Renewal retention and churn reduction
• CRM data discipline and on-time reporting

Key Skills

• 5–8 years in customer relations
• key account management or client servicing (ERP / IT / B2B software preferred) Strong relationship-building
• grievance-handling and de-escalation skills Fluent in Gujarati
• Hindi and English Comfortable with CRM tools and WhatsApp Business; can discuss ERP modules conversationally Graduate (MBA preferred); valid driving licence and own vehicle essential Familiarity with textile/weaving/manufacturing clients in Gujarat is a plus