Position: CRM Manager – International Process
Department :Customer Relationship Management (International)
Reporting To : Revenue Head
Location - Rohini West, Delhi
Shifts - Night Shift
Interested candidates can call or whatsapp me on +91-XXXXXXXXXX

Job Summary

The CRM Manager – International Process is responsible for managing the complete post-sales customer lifecycle for international clients. The role focuses on delivering an exceptional customer experience while ensuring timely service delivery, customer retention, collections, upselling, cross-selling, and handling customer service activities. The CRM Manager acts as a bridge between the client and internal departments to ensure seamless execution and long-term customer satisfaction.

Key Responsibilities

1. Customer Relationship Management

- Build and maintain strong relationships with international clients.
- Act as the primary point of contact after sales closure.
- Ensure a smooth onboarding experience (OBU) for every client.
- Maintain regular follow-ups throughout the service delivery cycle.
- Address customer concerns promptly and professionally.
- Improve customer satisfaction and loyalty.

2. Customer Servicing

- Ensure timely execution of committed deliverables.
- Coordinate with internal departments to resolve client queries.
- Monitor service quality and turnaround time.
- Keep clients updated on the progress of their cases.
- Ensure all communication is documented in the CRM system.

3. Customer Retention

- Identify customers at risk of cancellation or refund.
- Resolve complaints before they escalate.
- Develop and implement customer retention strategies.
- Maintain long-term relationships with existing clients.
- Achieve monthly customer retention targets.

4. Collections & Payment Management

- Follow up with clients for pending payments.
- Ensure collections are completed as per agreed payment schedules.
- Reduce payment delays and overdue accounts.




- Maintain collection MIS and reports

5. Upselling & Cross-Selling

- Identify opportunities to offer additional services.
- Recommend relevant products based on customer requirements.
- Generate additional revenue from existing customers.
- Meet monthly upselling and cross-selling targets.

6. Customer Success Activities (CSA)

- Ensure customers achieve the expected outcomes from the services purchased.
- Increase customer engagement throughout the service journey.
- Conduct periodic review calls with clients.
- Gather customer feedback and implement improvements.
- Promote referrals and repeat business.

7. Team Management

- Lead, mentor, and motivate the CRM team.
- Conduct regular performance reviews and coaching sessions.
- Ensure adherence to company SOPs and quality standards.
- Monitor productivity, attendance, and process compliance.
- Train new team members on CRM processes.

8. Process Compliance

- Ensure complete CRM hygiene and accurate record management.
- Maintain detailed client interactions in the CRM.
- Follow company policies

9. Reporting & MIS

- Prepare daily, weekly, and monthly performance reports.
- Track key business metrics and identify improvement areas.
- Present performance reports to management.
- Analyze customer feedback, retention trends, and collection performance.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- Customer Retention Rate
- Collection Achievement (%)
- Outstanding Receivables
- Upselling Revenue
- Cross-Selling Revenue
- Repeat Business
- Refund Reduction %




- Customer Response Time (DVC)
- Resolution Turnaround Time (TAT)
- CRM Hygiene Score
- Team Productivity
- Escalation Resolution Rate
- Net Promoter Score (NPS)

Required Skills

- Excellent verbal and written English communication.
- Strong customer relationship management skills.
- Excellent negotiation and objection-handling abilities.
- Collection and payment follow-up expertise.
- Customer retention strategies.
- Sales aptitude for upselling and cross-selling.
- Problem-solving and conflict resolution.
- Team leadership and people management.
- Analytical and reporting skills.
- Proficiency in CRM software (Zoho CRM preferred).
- Microsoft Excel and MIS reporting.

Qualification

- Master's degree (MBA preferred).
- 8 years of experience in International CRM, Customer Success, Customer Service, or Account Management.
- Minimum 4 years of team handling experience.
- Experience in EdTech, Education, Consulting, or International BPO will be preferred.

Preferred Competencies

- Customer-first mindset.
- Robust ownership and accountability.
- Ability to work under pressure and meet deadlines.
- Decision-making and problem-solving skills.
- High emotional intelligence and empathy.
- Process-oriented with strong attention to detail.
- Revenue-focused approach with customer-centric execution.

Success Criteria

A successful CRM Manager will:

- Deliver an exceptional customer experience.
- Achieve collection and retention targets consistently.
- Increase revenue through upselling and cross-selling.
- Minimize customer escalations and refunds.
- Maintain excellent CRM hygiene and reporting.
- Build a high-performing, customer-centric CRM team.

Regrads
Harshita

Pay: ₹14,217.09 - ₹50,816.33 per month

Benefits:

- Cell phone reimbursement
- Commuter assistance
- Internet reimbursement
- Provident Fund

Work Location: In person

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