– CLIENT RELATIONSHIP MANAGER

Department: Client Relationship / Sales

Designation: Client Relationship Manager

Reporting To: Business Head / Sales Head

Location: As per business requirement

Employment Type: Full-Time

1. Job Purpose

The Client Relationship Manager will be responsible for building and maintaining strong relationships with existing and prospective clients, understanding their requirements, ensuring excellent customer experience, and driving repeat business, referrals, and revenue growth. The role requires strong communication, relationship management, follow-up, coordination, and problem-solving skills with a strong focus on customer satisfaction and business development.
1. Key ResponsibilitiesA. Client Relationship Management

- Build and maintain long-term relationships with existing and prospective clients.
- Act as the primary point of contact for assigned clients.
- Understand client requirements, preferences, expectations, and concerns.
- Conduct regular follow-ups with clients to ensure satisfaction.
- Maintain professional and positive communication throughout the client journey.
- Handle client queries, concerns, complaints, and escalations promptly.

B. Business Development & Revenue Generation
- Identify opportunities for repeat business, upselling, and cross-selling.
- Generate business through existing client relationships and referrals.
- Follow up with leads and convert opportunities into confirmed business.
- Maintain a healthy client pipeline and ensure timely follow-ups.
- Support the sales team in achieving monthly and quarterly revenue targets.

C. Client Experience
- Ensure a smooth and professional client experience from initial interaction to post-service follow-up.
- Coordinate with internal departments to fulfil client requirements.
- Personally follow up on important or high-value client requirements.
- Collect client feedback and identify areas for improvement.




- Ensure issues are resolved within committed timelines.

D. CRM & Documentation
- Maintain accurate and updated client information in the CRM.
- Record all client interactions, follow-ups, requirements, and commitments.
- Ensure timely updating of leads, opportunities, and client status.
- Prepare regular reports related to client follow-ups, conversions, repeat business, and pending actions.

E. Coordination
- Coordinate with Sales, Operations, Reservations, Events, Finance, Marketing, and other relevant teams.
- Communicate client requirements clearly to the concerned department.
- Monitor execution of commitments made to clients.
- Ensure there is no communication gap between the client and internal teams.

F. Client Retention & Repeat Business
- Develop strategies to increase client retention and repeat business.
- Maintain regular engagement with existing clients even after completion of the service.
- Identify potential referral opportunities.
- Build a strong database of past clients and maintain regular communication.

1. Key Performance Indicators (KPIs)

- Client retention rate
- Repeat business generated
- Revenue generated from existing clients
- Referral business generated
- Lead-to-client conversion ratio
- Follow-up completion percentage
- Customer satisfaction score
- Complaint resolution turnaround time
- CRM update accuracy and timeliness
- Achievement of monthly revenue targets

1. Required Skills & Competencies

- Excellent verbal and written communication skills.




- Strong relationship-building and interpersonal skills.
- Customer-focused approach.
- Strong negotiation and persuasion skills.
- Good follow-up and coordination abilities.
- Problem-solving and conflict-resolution skills.
- Strong organizational and time-management skills.
- Ability to handle multiple clients simultaneously.
- Good knowledge of CRM and MS Office/Google Workspace.
- Ability to work under targets and deadlines.

1. Qualification & Experience

Education: Graduate in Business Administration, Marketing, Hospitality, Sales, or a related field. Experience: 2–5 years of experience in Client Relationship Management, Customer Success, Sales, Hospitality, Business Development, or a related role.

Experience in hospitality, events, real estate, or service-based businesses will be an added advantage.

1. Behavioural Expectations

- Maintain professionalism and confidentiality in all client interactions.
- Demonstrate ownership and accountability.
- Respond to clients within defined timelines.
- Maintain a positive and solution-oriented attitude.
- Proactively identify client needs rather than waiting for complaints.
- Maintain solid coordination with internal teams.
- Represent the company's values and brand professionally.

1. Authority & Accountability

The Client Relationship Manager is accountable for the complete relationship lifecycle of assigned clients, including communication, follow-ups, satisfaction, issue resolution, retention, repeat business, referrals, and accurate CRM reporting. Success in this role will be measured by the quality of client relationships, customer satisfaction, repeat business, referral generation, and contribution to overall revenue growth.

Pay: ₹15,000.00 - ₹30,000.00 per month

Benefits

- Cell phone reimbursement
- Flexible schedule
- Paid sick time

Work Location: In person

📌 Client Relationship Manager (Nashik)
🏢 Touchwood World
📍 Nashik