Customer Service Manager

21 hours ago

GTB Nager, India VLCC Full time

Job Title: Customer Service Manager (Females Preferred)

Location: Delhi NCR, Bengaluru

Sector Fit: Aviation, Banking, Immigration, Healthcare, Wellness, Retail

Compensation: ₹8–10 LPA

Experience: 6–10 years

Role Purpose

This role is not a traditional operations role. It blends sales leadership, customer relationship growth, and cross-vertical partnerships. The Customer Service Manager (Clinic Lead) will be accountable for driving revenue, enhancing customer loyalty, building referral engines, and exploring collaboration opportunities across VLCC verticals.

Key Responsibilities

Sales & Business Development

  • Drive clinic sales to achieve monthly and annual revenue targets.
  • Monitor and manage enquiry-to-conversion ratios, referrals, upselling, and renewals.
  • Lead execution of local marketing campaigns, promotions, and events.
  • Explore cross-selling opportunities with Institutes, Clinics, and Products.
  • Strengthen sales funnel visibility through MIS dashboards and conversion reports.

Customer & Relationship Management

  • Own KPIs like referral conversions, repeat customer index, and NPS scores.
  • Create customer engagement platforms & feedback forums.
  • Champion consultative selling to build long-term client relationships.
  • Build a culture of proactive client servicing and relationship growth.

Sales Process & Financial Management

  • Implement structured sales processes (leads → counselling → closure → follow-up).
  • Monitor billing accuracy, collections, and petty cash.
  • Ensure adherence to budgets, profitability norms, and compliance standards.

Team & Execution

  • Train and mentor customer service executives to strengthen sales orientation.
  • Set targets, review daily performance, and drive productivity.
  • Coordinate with cross-functional teams (marketing, finance, operations).

Key Skills & Attributes

  • Strong commercial acumen with proven sales leadership experience.
  • Ability to balance revenue generation with customer relationship building.
  • Data-driven approach: ability to convert MIS dashboards into action.
  • Excellent communication, negotiation, and people management skills.
  • Process-driven with a bias for execution and delivery.

Qualification & Experience

  • Graduate / Post Graduate in Business, Sales, Marketing, or related field.
  • 6–10 years of experience in sales + operations.
  • Preferred background: Healthcare, Wellness, Aviation, Banking, Retail, or Immigration.
  • Strong track record in customer acquisition, referrals, and revenue growth.

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