Customer Experience Manager

The House of Abhinandan Lodha; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

The House of Abhinandan Lodha in Bengaluru seeks an experienced CRM professional to manage end-to-end customer relationships and drive revenue through proactive engagement. You will coordinate with internal teams, resolve issues promptly, and strive for outstanding customer experiences while maintaining accurate CRM records.

Primary focus includes lifecycle management, loyalty building, and collaboration with sales and support to identify opportunities for referrals, upgrades, and cross-selling.

Qualifications

• Experience managing end-to-end customer relationships.
• Strong communication and problem-solving skills.
• Ability to collaborate with internal teams to resolve issues.

Responsibilities

• Manage end-to-end relationships with a portfolio of customers.
• Ensure proactive engagement throughout the customer lifecycle.
• Deliver exceptional customer experience and build long-term loyalty.
• Handle customer concerns and ensure timely resolution.
• Drive collection targets through regular follow-ups.
• Support growth through referrals, upgrades, and cross-selling.
• Maintain strong engagement to improve retention and repeat business.
• Resolve queries within defined timelines.
• Minimize escalations through effective resolution.
• Coordinate with internal stakeholders to address concerns.
• Maintain accurate records in CRM systems.
• Update customer interactions, transactions, and service requests regularly.
• Track customer satisfaction and suggest process improvements.

Skills

Client relationship management

Communication

Problem solving

Team collaboration

Tools

CRM systems

Job description

Role & responsibilities

Customer Relationship Management

• Manage end-to-end relationships with a portfolio of customers.
• Ensure proactive engagement throughout the customer lifecycle.
• Deliver exceptional customer experience and build long-term customer loyalty.
• Handle customer concerns and ensure timely resolution.

Collections & Revenue Management

• Drive collection targets through regular customer follow-ups.
• Support business growth through referrals, upgrades, and cross-selling opportunities.
• Maintain strong customer engagement to improve retention and repeat business.

Service Excellence

• Resolve customer queries within defined timelines.
• Minimize customer escalations through effective issue resolution.
• Coordinate with internal stakeholders to address customer concerns.

CRM & Process Management

• Maintain accurate records in CRM systems.
• Update customer interactions, transactions, and service requests regularly.
• Track customer satisfaction and recommend process improvements.