Client Relationship Executive

4 weeks ago

New Delhi, India Kahani by i2c Events Full time

Role Objective:The Client Relationship Executive (CRE) is responsible for managing post-closing client coordination, ensuring milestone-wise payment collections, timely reporting, and smooth communication between clients, finance, and internal teams. The role focuses on building trust and maintaining long-term relationships through systematic follow-ups and documentation.Key Responsibilities:1. Client Communication & Relationship Management- Source and maintain accurate client and vendor contact details. - Call clients regularly to share updates, gather feedback, and maintain strong relationships. - Send personalized greetings for birthdays, anniversaries, etc., to nurture rapport. - Participate in daily CRM review sessions with stakeholders. - Resolve client queries promptly and professionally.2. Payment Collection & Billing Coordination- Ensure milestone-wise payment collection within timelines. - Share invoices and UTRs promptly and maintain a clear audit trail. - Coordinate invoice/bill generation with Accounts. - Confirm final deliverables and amounts with Client Servicing before billing.3. Documentation & Reporting- Record all interactions, approvals, and updates in CRM and email/WhatsApp summaries. - Maintain structured data templates for smooth coordination across departments. - Avoid verbal-only updates; ensure all communication is documented. - CC Finance and Client Servicing on all payment-related emails.4. Escalation & Follow-up- Follow embedded SOP for payment follow-ups: - D0: Thank-you & summary - D3: Gentle nudge - D7: Reminder + offer help - D10: Firm, solution-oriented reminder - D15: Escalation with full context - Flag ageing, disputes, or documentation gaps proactively.5. Client Servicing & After-Sales Support- Ensure client satisfaction from order placement until final payment. - Collect true feedback and resolve queries diligently. - Act as a point of contact for complaints and escalate issues to the concerned team.Competency Requirements:Skills Needed:- Excellent communication: soft-spoken, polite, professional (English/Hindi; Gujarati preferred). - Persuasion, rapport-building, and phone/meeting etiquette. - Listening, questioning, and proactive problem-solving. - Consistency, patience, and empathy in follow-ups. - Tech-savvy: Google Docs, Sheets, Excel, CRM, professional email/WhatsApp etiquette.Knowledge Areas:- Wedding/event planning basics. - Billing systems, client documentation, and vendor networks. - Internet research and data collection.Traits & Self-Image:- Confident, high-energy, go-getter mindset. - Honest, persistent, and eager to learn. - Warm, hospitable, client-friendly approach. - Passionate about growth and process improvement.Workflow & Reporting:- CRE coordinates post-closing with Client Servicing, Production, and Finance. - Reports directly to Finance (Cost Controller + Accounts) with alignment to Growth Head. - Top 2 priorities: polite, consistent, documented follow-ups & timely milestone-wise collections.Salary:- ₹15,000 – ₹18,000/month

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