Client Engagement Director

2 days ago

Gurgaon, Haryana, India beBeeCustomerRelationship Full time

Leadership Role

  • The Head of Client Engagement is responsible for developing and implementing strategies to build and maintain long-term relationships with clients.

Key Responsibilities:

  • Travel regularly to meet clients, build rapport, and strengthen business relationships.
  • Serve as the primary contact for high-value clients, ensuring their needs are proactively addressed.
  • Foster client trust by delivering personalized attention and consistent communication.

Team Leadership:

  • Lead and manage a team of Customer Relationship Executives (CREs), ensuring high levels of engagement and performance.
  • Monitor team performance using key metrics such as customer satisfaction, retention, and responsiveness.
  • Align team efforts with business goals to maximize client satisfaction and retention.

Performance Monitoring and Reporting:

  • Evaluate team performance using key metrics such as customer satisfaction, retention, and responsiveness.
  • Deliver regular performance reports and insights to senior management with actionable recommendations.
  • Implement continuous improvement plans based on team and client feedback.

Issue Resolution:

  • Serve as the escalation point for critical client concerns and complaints.
  • Coordinate with internal teams to quickly resolve service delivery issues or process gaps.
  • Ensure resolution outcomes meet or exceed client expectations.

Strategy and Growth:

  • Contribute to the development of strategic plans for improving customer relationship practices.
  • Identify areas for expanding client engagement and increasing business opportunities.
  • Stay informed about market trends and customer behavior to enhance service delivery strategies.

Qualifications and Skills:

  • Bachelor's degree in business administration, marketing, or a related field.
  • Minimum 3–5 years of leadership experience in customer relationship or client-facing roles.
  • Strong communication and interpersonal skills.
  • Proven ability to lead and motivate teams, manage KRAs, and drive performance.
  • Skilled in handling escalations and delivering customer-centric solutions.
  • Willingness to travel frequently to client locations.
  • Strategic thinker with a customer-first mindset and high adaptability.

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