Customer Relations Manager

5 days ago

Hyderabad, Telangana, India beBeeCustomer Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Title:

Customer Relations Team Lead

Job Description:

 

Role Overview:

As a senior-level professional, you will oversee the regional customer relationship function, managing both CRM Operations and CRM Front-End teams.

 

  • Develop and implement CRM strategies to enhance customer experience and drive business growth.
  • Manage day-to-day activities of the CRM team, ensuring timely resolution of customer queries and escalations.
  • Collaborate with cross-functional teams to ensure seamless integration and effective communication with international teams.

 

Key Responsibilities:

 

  • Leadership & People Management: Foster team growth through coaching, regular feedback, and structured performance appraisals.
  • Customer Journey Oversight: Ensure timely and effective resolution of customer queries and escalations across all channels.
  • Process Governance & Compliance: Implement standardized processes and SOPs consistent with central CRM policies.

 

Qualifications & Skills:

 

  • Engineering or Architect degree required; MBA preferred. Minimum 15+ years of experience in CRM, customer service, or operations, with demonstrated leadership in multi-functional teams.
  • Proven experience in managing escalations, including HNI customer handling, in a high-pressure environment. Strong expertise in CRM systems (Salesforce preferred); knowledge of real estate processes is a plus.
  • Demonstrated ability to track and manage SLA/KPIs effectively. Excellent communication, team-building, and interpersonal skills.

 

Requirements:

 

  • Excellent communication and team-building skills.
  • Proficiency in multiple languages will be an advantage given the diverse customer base.

 

Benefits:

 

  • Competitive salary package.
  • Opportunities for career growth and professional development.
  • Collaborative and dynamic work environment.
  • Recognition and rewards for outstanding performance.

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