Customer Service Manager

15 hours ago

Delhi, Delhi, 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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