CRM Manager

Job SummaryThe CRM professional will be responsible for managing client relationships, contract lifecycle, service coordination, and complaint resolution for security guarding and facility management services. The role ensures high client satisfaction, retention, and smooth coordination between clients and operations teams.

• Key ResponsibilitiesClient Relationship ManagementAct as the primary point of contact for key clients (Corporate, Industrial, Residential, PSU, Govt. contracts).
• Maintain long-term relationships with clients for security guarding, housekeeping, and facility services.
• Conduct regular client follow-ups, review meetings, and feedback collection.
• Contract & Account ManagementMaintain client contracts, SLAs, renewals, and amendments.
• Coordinate with sales and operations for contract onboarding and renewals.
• Track billing milestones, manpower deployment, and scope compliance.
• Service CoordinationCoordinate with operations, site supervisors, and HR for manpower deployment and replacements.
• Ensure adherence to service levels, statutory compliances, and client expectations.
• Monitor attendance, performance issues, and service gaps at client sites.
• Complaint & Escalation HandlingLog, track, and resolve client complaints within defined TATs.
• Handle escalations related to guards, supervisors, housekeeping staff, and service quality.
• Ensure root cause analysis and preventive action implementation.
• CRM System & ReportingMaintain accurate client data in CRM software (Zoho, Salesforce, custom ERP, etc.).
• Prepare MIS reports on client satisfaction, complaints, renewals, and retention.
• Support management with insights on client trends and service improvement areas.
• Skills & CompetenciesStrong communication and interpersonal skills.
• Knowledge of security services, guarding operations, or facility management is preferred.
• Experience in CRM tools and MS Excel reporting.
• Problem-solving and escalation management skills.
• Ability to coordinate with multi-location operations teams.
• Preferred QualificationsGraduate / MBA (Marketing / Operations preferred).
• Experience in Security, Facility Management, Manpower, or Service-based industry.
• Knowledge of labor laws and statutory compliances is an added advantage.
• Key Performance Indicators (KPIs)Client retention and renewal rate
• Complaint resolution TAT
• Client satisfaction score
• Contract renewal closure
• Reduction in escalations