Customer Relationship Manager

2 days ago


Noida, Uttar Pradesh, India ScaleneWorks Full time

Join ScaleneWorks as a seasoned Customer Relationship Manager to lead our site teams in delivering exceptional customer experiences. As a key member of our operations team, you will be responsible for driving end-to-end customer journeys and ensuring timely resolution of customer issues.

Key Responsibilities:

Financial Management

  • Develop and distribute collection targets based on Annual Operating Plan (AOP) projections
  • Strategize collection projections for the month

Operational Oversight

  • Monitor and supervise daily activities of team members to ensure adherence to Standard Operating Procedures (SOPs) and timelines
  • Meet collection targets
  • Manage daily grievances and escalations from customers
  • Ensure timely, accurate, and satisfactory solutions are provided by team members
  • Support team members on difficult or new issues requiring expertise
  • Mitigate escalated customer issues
  • Coordinate with other functions to resolve customer issues
  • Streamline collections with internal key functional teams
  • Maintain a high Net Promoter Score from customers
  • Site-based customer engagement

People Management

  • Define and set work objectives for team members
  • Balance work allocation in the team
  • Review tasks completed by team members and conduct regular performance reviews
  • Complete performance appraisals of the team
  • Carry out team building and engagement activities

Process Improvement

  • Identify processes/procedures in own work area that need improvement
  • Recommend process improvement ideas to streamline efficiency/costs/productivity
  • Undertake process improvement activities in own work area
  • Comply with company-defined guidelines and processes
  • Adhere to project timelines

Requirements:

Qualifications and Experience:

  • Graduate with 12-15 years of relevant customer management experience
  • More than 8 years of experience in customer experience management
  • Experience in real estate is preferred; candidates from banking and hospitality can also be considered
  • Team management experience is mandatory

Critical Skills:

  • Collections Management: Understands collections management in depth and sets efficiency targets for the team
  • Customer Experience Management: Has an in-depth understanding of diverse customer profiles and their contexts and needs
  • Referral/Loyalty Management: Guides team members to communicate Unique Selling Propositions effectively
  • Handover: Establishes processes for collaborative team work

Salary:$120,000 - $180,000 per annum

Benefits:We offer a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.



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