Job Description (JD) Customer Relationship Manager (CRM)

Job Title

Customer Relationship Manager (CRM)

Department

Sales / Client Relations

Reporting To

Business Head

Job Summary

The Customer Relationship Manager (CRM) is responsible for building and maintaining strong relationships with existing and prospective clients. The role focuses on understanding customer requirements, ensuring excellent service delivery, resolving concerns, increasing customer satisfaction, and generating repeat business through effective relationship management.

Key Responsibilities

- Build and maintain long-term relationships with clients.
- Act as the primary point of contact for customer queries and support.
- Understand client requirements and recommend suitable products/services.
- Coordinate with Sales, Operations, Production, and Accounts teams for seamless execution.
- Follow up with customers regarding quotations, proposals, and project status.
- Ensure timely resolution of customer complaints and service issues.
- Conduct regular client meetings to strengthen business relationships.
- Generate repeat business and identify cross-selling/up-selling opportunities.
- Maintain customer records, interactions, and follow-ups in CRM software.
- Prepare customer reports, MIS, and relationship status updates.
- Monitor customer satisfaction levels and collect feedback after project completion.
- Ensure timely collection of payments by coordinating with the Accounts team.
- Support the sales team in achieving customer retention and revenue targets.





Develop customer engagement strategies to improve client loyalty.

Required Skills

- Excellent communication and interpersonal skills.
- Strong customer service orientation.
- Negotiation and relationship-building abilities.
- Problem-solving and conflict resolution skills.
- Good presentation and follow-up skills.
- Ability to multitask and work under pressure.
- Proficiency in MS Office (Excel, Word, PowerPoint).
- Knowledge of CRM software is preferred.

Qualifications

- Bachelor's Degree in Business Administration, Marketing, or a related field.
- MBA will be an added advantage.

Experience

- 36 years of experience in Customer Relationship Management, Client Servicing, Sales, or Account Management.
- Experience in the Events, Wedding, Hospitality, or Luxury Services industry will be preferred.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT) Score
- Customer Retention Rate
- Repeat Business Generated
- Client Response & Resolution Time
- Revenue from Existing Clients
- Payment Collection Efficiency
- Number of Client Meetings Conducted

Customer Feedback Rating

Preferred Candidate Profile

- Qualified appearance and positive attitude.
- Strong relationship-building and networking skills.
- Customer-focused with a solution-oriented mindset.
- Ability to work collaboratively with cross-functional teams.
- Willingness to travel for client meetings when required.

This JD is suitable for companies in the events, wedding, furniture rental, and corporate event management industry, where client relationship management is a key business function.

📌 Customer Relationship Manager (Maharashtra)
🏢 Rentastic Weddings And Eveents
📍 Maharashtra