Customer Relationship Head

Designation

Customer Relationship Head

Department

Customer Experience / Relationship Management

Location

Central / Clusters / Facilities

Reporting To

Project Head

Employment Type

Full-Time

Job Purpose

Lead customer relationship and experience management for the project, ensuring effective grievance handling, customer engagement, feedback management and continuous service improvement.

Key Responsibilities

Develop and implement customer relationship and experience strategies across facility centres and service channels.

Establish processes for receiving, tracking and resolving customer queries, complaints and grievances within defined timelines.

Monitor customer feedback, satisfaction, recurring complaints and service issues and identify improvement areas.

Coordinate with Operations, Medical, Sales, Care Coordinators and other functions for resolution of customer concerns.

Monitor escalated and critical complaints and ensure appropriate closure with documented actions.

Develop customer communication standards for appointments, delays, service information, follow-ups and other key interactions.

Analyse customer feedback and complaint trends and provide actionable insights to management.

Drive initiatives to improve customer engagement, retention, service experience and continuity of care.

Establish and monitor customer experience KPIs, dashboards and MIS.

Conduct periodic customer experience reviews and recommend corrective and preventive actions.

Support development of customer service SOPs, scripts, FAQs and communication materials.

Guide and train relevant teams on customer handling, communication and grievance management.

Qualification & Experience

Graduate/

Key Skills

Customer Experience Management

Grievance & Complaint Management

Stakeholder Management

Customer Communication

Feedback & Service Analytics

Process Improvement

Team Leadership

MIS & Reporting

Pay

₹40,000.00 - ₹50,000.00 per month

Work Location

In person