Customer Relationship Manager

Job Title: Customer Relationship Manager

Mission:

To engage and build long-term relationships with elite and premium clients, understand their specific preferences, and deliver tailored membership solutions that enhance their overall experience and satisfaction. The role focuses on ensuring trust, discretion, and premium service quality to drive successful closures and sustained client loyalty.

Job Description:

The Customer Relationship Manager (CRM) is responsible for managing and converting high-value leads, particularly elite or royal clients, into premium subscribers. This role requires exceptional communication, relationship-building skills, and a consultative sales approach to understand each client’s unique expectations. The CRM must ensure confidentiality, professionalism, and personalized engagement at every touchpoint, contributing to long-term client retention and revenue growth.

Key Responsibilities:

• Engage with elite and high-net-worth clients through outbound and inbound interactions to promote premium membership plans.

• Understand client requirements, background, and preferences to recommend the most suitable plan options.

• Manage the entire sales cycle — from initial contact to closure — ensuring a high level of professionalism and discretion.

• Maintain regular communication with clients to nurture trust and long-term relationships.

• Handle sensitive profiles with absolute confidentiality and empathy.

• Maintain accurate records of client interactions, discussions, and updates in the CRM system.

• Consistently meet or exceed monthly sales and relationship management targets.

• Represent the brand with integrity, tact, and sophistication in every client interaction.

Key Outcomes (Success Measures):

1. Premium Sales Target Achievement: Consistently meet or surpass monthly and quarterly revenue goals.
2. Client Retention & Satisfaction: Maintain high satisfaction scores through relationship quality and service excellence.
3. Conversion Excellence: Achieve strong lead-to-sale conversion rates among elite client segments.
4. Service Quality & Confidentiality: Uphold brand reputation by ensuring top-tier service and maintaining client confidentiality.
5. CRM Accuracy: Maintain detailed, up-to-date client records for smooth follow-ups and future engagement.

Core Competencies:

• Exceptional Communication & Interpersonal Skills

• Relationship Management Excellence

• Consultative & Solution-Based Selling

• Customer Empathy & Discretion

• Target Orientation & Negotiation Skills

• Professional Etiquette & Cultural Sensitivity

• Strategic Follow-up Discipline

• Adaptability & Emotional Intelligence

Qualifications & Experience:

• Education: 12th Pass/ Diploma/ Graduate / Postgraduate in any discipline (Business, Marketing, or Communication preferred).

• Experience: Minimum 5+ years of experience in customer relationship management, premium telesales, or high-value account handling.

• Language: Fluency in Malayalam

• Prior experience dealing with elite or royal clientele will be an added advantage.

• Necessary orientation and product training will be provided.