Lead CRM-Agra

Keka Technologies Private Limited; Uttar Pradesh; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Keka Technologies Private Limited is seeking an experienced Customer Relationship Manager to nurture client relationships and drive loyalty. You will lead engagement, gather feedback, and collaborate with internal teams to resolve issues and enhance satisfaction.

The role emphasizes retention strategies, effective communication, and a customer-centric approach, with responsibilities spanning documentation, reporting, and loyalty program execution.

Qualifications

• Master's degree in Business, Marketing, or a related field.
• 8 to 15 years of experience in customer relationship management roles in which at least 6 years in team handling is mandatory.
• Proven track record of successfully managing and retaining customer accounts.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with customers and internal teams.
• Strong problem-solving skills with the ability to address customer issues and find satisfactory solutions.
• Empathetic and customer-focused approach in understanding and addressing customer needs.
• Proficiency in using Customer Relationship Management (CRM) software.

Responsibilities

• Build and maintain strong, positive relationships with customers through regular communication and engagement.
• Proactively reach out to customers to gather feedback and address concerns.
• Monitor and assess customer satisfaction levels through surveys, reviews, and direct interactions.
• Implement strategies to enhance overall customer satisfaction and loyalty.
• Act as a point of contact for customer inquiries, concerns, and escalations.
• Work closely with internal teams to address and resolve customer issues promptly.
• Develop and execute customer retention strategies to reduce churn and increase customer lifetime value.
• Implement loyalty programs and incentives.
• Communicate product updates, promotions, and relevant information to customers.
• Provide clear and timely information to customers regarding their inquiries.
• Maintain accurate and detailed records of customer interactions and transactions.
• Generate regular reports on customer satisfaction and engagement metrics.

Skills

Communication skills

Customer relationship management

Problem-solving

Team leadership

Empathy and customer focus

Education

Master's degree in Business/Marketing

Tools

CRM software

Job description

We are looking for an experienced and customer-focused professional to join our team as a Customer Relationship Manager. As a Customer Relationship Manager, you will play a pivotal role in fostering positive relationships with our customers, ensuring their satisfaction, and driving customer loyalty. The ideal candidate should have a proven track record in customer relationship management, excellent communication skills, and a passion for delivering exceptional customer experiences.

Roles and Responsibilities

• Build and maintain strong, positive relationships with customers through regular communication and engagement.
• Proactively reach out to customers to gather feedback and address concerns.

2. Customer Satisfaction

• Monitor and assess customer satisfaction levels through surveys, reviews, and direct interactions.
• Implement strategies to enhance overall customer satisfaction and loyalty.
• Act as a point of contact for customer inquiries, concerns, and escalations.
• Work closely with internal teams to address and resolve customer issues promptly.

4. Customer Retention

• Develop and execute customer retention strategies to reduce churn and increase customer lifetime value.
• Implement loyalty programs and incentives.

5. Communication

• Communicate product updates, promotions, and relevant information to customers.
• Provide clear and timely information to customers regarding their inquiries.

6. Documentation and Reporting

• Maintain accurate and detailed records of customer interactions and transactions.
• Generate regular reports on customer satisfaction and engagement metrics.

Qualifications

• Master's degree in Business, Marketing, or a related field.
• 8 to 15 years of experience in customer relationship management roles in which at least 6 years in team handling is mandatory.
• Proven track record of successfully managing and retaining customer accounts.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with customers and internal teams.
• Strong problem-solving skills with the ability to address customer issues and find satisfactory solutions.
• Empathetic and customer-focused approach in understanding and addressing customer needs.
• Proficiency in using Customer Relationship Management (CRM) software.