Customer Relationship Manager

Job Description: Customer Relationship Manager (CRM)Job TitleCustomer Relationship Manager (CRM)

Job SummaryWe are looking for a proactive, customer-focused, and results-driven Customer Relationship Manager to build and maintain strong relationships with our customers. The Customer Relationship Manager will be responsible for enhancing customer satisfaction, increasing customer retention, resolving concerns, and identifying opportunities to improve the overall customer experience. The ideal candidate should possess excellent communication, interpersonal, and problem-solving skills.

• Key ResponsibilitiesBuild and maintain strong, long-term relationships with customers.
• Serve as the primary point of contact for customer inquiries, feedback, and concerns.
• Ensure prompt resolution of customer issues while maintaining high levels of customer satisfaction.
• Develop and implement customer engagement and retention strategies.
• Conduct regular follow-ups with customers to understand their needs and gather feedback.
• Coordinate with operations, sales, and other departments to ensure seamless service delivery.
• Maintain accurate customer records and interactions in the CRM system.
• Monitor customer satisfaction metrics and recommend improvements to enhance the customer experience.
• Identify opportunities for upselling and cross-selling products or services.
• Prepare customer relationship reports and present insights to management.
• Handle escalated customer complaints professionally and ensure timely resolution.
• Support customer loyalty programs and promotional campaigns.
• QualificationsBachelor's degree in Business Administration, Marketing, Hospitality, or a related field.
• 2–5 years of experience in customer relationship management, customer service, or account management.
• Experience in the restaurant or hospitality industry is preferred.
• Familiarity with CRM software and Microsoft Office applications.
• Required SkillsExcellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Customer-centric approach with a service mindset.
• Problem-solving and conflict-resolution skills.
• Organizational and time management skills.
• Analytical thinking and reporting abilities.
• Ability to multitask and work in a fast-paced environment.
• Proficiency in CRM software and basic computer applications.
• Working ConditionsOffice-based with regular interaction with customers and internal teams.
• May require occasional travel to restaurant locations or customer meetings.
• Flexible working hours based on business requirements.
• Key Performance Indicators (KPIs)Customer satisfaction (CSAT) score.
• Customer retention rate.
• Complaint resolution time.
• Customer response time.
• Repeat customer rate.
• CRM data accuracy and completeness.
• Customer engagement and loyalty program participation.
• Upselling and cross-selling performance.
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