Customer Relationship Manager

Job Summary

The Customer Relationship Manager is responsible for enhancing customer satisfaction, loyalty, and retention through effective CRM strategies, call center management, and service quality improvement initiatives. This role oversees customer feedback programs, including NPS and CSI, ensures excellent customer experience across touchpoints, and develops training programs to elevate service standards.

Key Responsibility

• Develop and implement customer relationship strategies to improve satisfaction and retention.
• Manage daily operations and performance of CRM and call center functions.
• Monitor and analyze NPS, CSI, complaints, and customer feedback trends.
• Design action plans to improve customer experience and service quality.
• Handle escalated customer cases and ensure timely resolution.
• Conduct customer service training and coaching programs for internal teams.
• Coordinate with sales, aftersales, and related departments to improve customer journey processes.
• Prepare regular performance reports and recommendations for management.

Qualification

• Bachelor’s degree in Business, Hospitality, Marketing, Communications, or related field.
• Minimum 5 years of experience in CRM, customer service, call center, or customer experience roles.
• Background from banking, hospitality, or service industry is preferred.
• Strong experience in managing NPS, CSI, and customer satisfaction programs.
• Experience in training, coaching, and people development.
• Strong leadership, communication, and conflict resolution skills.
• Good analytical skills with experience in reporting and KPI management.
• Proficient in Microsoft Office and CRM systems.