Customer Relationship Manager

Female candidates are preferredThe CRM's success is measured by their ability to build trust, close the feedback loop, and drive action.1. Proactive Relationship Building· Call every student & parent once a week (even if there are no complaints) to check on well-being, academic progress, and satisfaction.· Ask structured questions (test marks received on time, doubt resolution, access to assignments, specific subject challenges).· Build a mentor-like bond with students; be their "buddy" and caretaker.2. Strong & Relentless Follow-Up· No concern is allowed to "slip through the cracks."· Follow up with teachers, directors, MD, or other staff daily until resolution is confirmed.· Never let a concern get forgotten — escalate when needed.3. Complete Documentation & Traceability· Immediately log every concern received (via call, WhatsApp, email) into an Excel sheet / Google Form.· Assign a Service Number to each concern for easy tracking.· Record the issue, proposed solution, resolution status, and timeline.· Maintain a 100% documentation rate — no undocumented complaints.4. Transparent Communication· Keep parents & students regularly updated about the status of their concerns ("We have raised this to the MD", "Here's the solution decided").· Communicate once the solution is implemented and verify whether the student is actually following it (especially for academic improvement actions).5. Feedback Management· Call & collect monthly feedback from all parents (target: 100% coverage).· Compile feedback into actionable points, categorize them, and discuss with authorities within 3 days.· Create action lists, set timelines, and follow up until closure.· Share updates with parents about the actions taken from their feedback.6. Internal Collaboration & Reporting· Present weekly summaries of student concerns & resolutions in faculty meetings.· Highlight patterns of recurring issues and work with faculty to fix root causes.· Schedule & manage PTMs end-to-end (slot allotment, documentation, action points).�� Key Competencies & AttributesCompetencyDescriptionEmpathy & Active ListeningUnderstand student/parent concerns deeply, patiently listen before responding.Ownership & PersistenceTreat every problem as personal responsibility, follow up relentlessly until resolution.Communication ClaritySpeak politely, keep all stakeholders updated, escalate appropriately.Documentation DisciplineLog every concern immediately with full details — no exceptions.ProactivityCall students/parents even without complaints, anticipate problems before they escalate.CollaborationWork closely with teachers, directors, and MD without friction.High StandardsRefuse to let unresolved issues remain pending, push for timely actions.Organizational SkillsMaintain trackers, feedback sheets, PTM documentation meticulously.Scorecard for CRM RoleCategoryKey MetricTarget / BenchmarkProactive Calls% of parents & students contacted weekly≥ 95%Issue Logging% of concerns documented with service numbers100%Follow-Up ClosureAvg. resolution time (days)≤ 3 days for operational issues, ≤ 7 days for academic issuesCommunicationFrequency of updates sent to parents during resolution processMinimum 2 updates per open issueFeedback Management% of parents submitting monthly feedback≥ 90%% of action points closed within agreed timeline≥ 95%Escalation HandlingNumber of escalations pending > 7 days0Student EngagementNo. of positive parent/student testimonials per quarter≥ 10Reporting & DocumentationWeekly summary shared with faculty100% of weeksSample Workflow (FMS-Style)Receive Concern (Call / WhatsApp / Email)Immediate Logging (Excel/Google Form → Auto-generate Service No.)Acknowledge Parent/Student ("Your issue has been recorded…")Assign & Communicate to Relevant AuthorityFollow Up Daily Until ResolutionCommunicate Resolution to Parent/StudentVerify Implementation (Check with student after 1 week)Close Case in TrackerJob Types: Full-time, PermanentPay: ₹20, ₹25,000.00 per monthBenefits:Health insuranceExperience:Customer relationship management: 2 years (Required)Location:Goldwins, Coimbatore, Tamil Nadu (Required)Willingness to travel:100% (Preferred)Work Location: In person