Customer Relationship Manager

About the RoleWe are looking for a Client Relationship Manager (CRM) to manage and strengthen relationships with existing and prospective clients of our advertising and media company.

The CRM will act as the primary point of contact for clients, understand their advertising and marketing requirements, coordinate with internal teams for campaign execution, ensure timely communication, and help increase client satisfaction, retention, and repeat business.

The ideal candidate should have excellent communication and interpersonal skills, a professional approach, and an understanding of advertising, media, branding, digital marketing, or client servicing.

• Key ResponsibilitiesClient Relationship ManagementDevelop and maintain strong relationships with existing and new clients.
• Act as the primary point of contact for client communication and coordination.
• Understand client requirements, objectives, budgets, and campaign expectations.
• Conduct regular follow-ups with clients and maintain long-term business relationships.
• Handle client queries, feedback, concerns, and complaints professionally.
• Ensure a high level of client satisfaction and service quality.
• Advertising & Campaign CoordinationCoordinate with creative, design, media, digital marketing, production, and operations teams.
• Communicate client requirements accurately to internal teams.
• Follow up on campaign timelines, approvals, deliverables, and execution.
• Ensure campaigns are delivered according to agreed specifications and deadlines.
• Keep clients updated on campaign progress and results.
• Business Development & Sales SupportIdentify opportunities for repeat business and additional services from existing clients.
• Follow up with prospective clients and generate new business opportunities.
• Support the sales team in preparing proposals, presentations, quotations, and media plans.
• Maintain regular communication with leads and prospects.
• Assist in achieving monthly and annual revenue targets.
• Client Reporting & DocumentationMaintain accurate records of client communication, meetings, requirements, and follow-ups.
• Update CRM software/database regularly.
• Prepare client reports, campaign updates, and performance summaries.
• Maintain records of proposals, quotations, purchase orders, invoices, and campaign documentation where required.
• Internal CoordinationWork closely with the sales, creative, digital, media planning, finance, and operations teams.
• Ensure smooth communication between clients and internal departments.
• Escalate important client issues to senior management when necessary.
• Follow up with internal teams to ensure commitments made to clients are completed on time.
• Key Performance Indicators (KPIs)Client retention rate
• Customer satisfaction
• Repeat business and upselling
• New client conversions
• Lead follow-up and conversion
• Response time to client queries
• Timely campaign execution
• Revenue generated from assigned accounts
• Number and quality of client relationships maintained
• Accuracy of CRM records and reporting
• Required QualificationsBachelor's degree in Business Administration, Marketing, Advertising, Communications, or a related field.
• 2–5 years of experience in CRM, client servicing, sales, advertising, media, marketing, or a related field.
• Experience in an advertising agency, media company, digital marketing agency, or branding company will be preferred.
• Freshers with excellent communication and relationship-management skills may also be considered for junior CRM positions.
• Required SkillsExcellent verbal and written communication
• Strong client relationship management
• Good negotiation and persuasion skills
• Follow-up and coordination skills
• Sales and business development ability
• Problem-solving and conflict-management skills
• Good knowledge of MS Office / Google Workspace
• Familiarity with CRM software and reporting tools
• Ability to manage multiple clients and deadlines
• Professional email and presentation skills

Personal AttributesThe ideal candidate should be:

• Client-focused and service-oriented
• Confident and professional
• Friendly and approachable
• Highly organized and disciplined
• Proactive with strong follow-up skills
• Target-oriented and commercially aware
• Good at building long-term relationships
• Able to work under pressure and meet deadlines