CRM (Customer Relationship Manager)

Job description

Role

Sr. CRM, Client Relationship Manager

Department

CRM

Location

HSR Layout, Bengaluru

Working Days

Monday to Saturday (6 Days a Week)

Industry Type

Real Estate (Co-working), Managed Office Spaces

Employment

Full Time, Permanent

Experience

5 to 15 years

CTC

Negotiable based on Experience

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Job Overview

We are seeking a highly organized and customer-focused B2B Client Relationship Executive to oversee customer relationship management activities, maintain CRM data integrity, and support business operations. The ideal candidate will be responsible for managing customer information, coordinating with cross-functional teams, tracking client interactions, and driving customer retention initiatives to enhance the overall customer experience.

This role requires strong attention to detail, excellent communication skills, and the ability to manage multiple stakeholders while ensuring the CRM platform remains accurate, up-to-date, and aligned with business objectives.

Key ResponsibilitiesCustomer Relationship Management

• Maintain accurate and comprehensive customer records within the CRM system.
• Monitor and track customer interactions, sales opportunities, site visits, proposals, renewals, and deal closures.
• Ensure data accuracy, consistency, and completeness across all CRM databases.
• Conduct regular audits to maintain CRM data quality and integrity.

Sales & Operational Support

• Assist the sales team with lead assignment, follow-up tracking, and pipeline management.
• Coordinate with Sales, Operations, and Finance teams to facilitate seamless customer onboarding and transaction closures.
• Maintain and update records related to pricing, agreements, contracts, and customer documentation.
• Ensure timely updates of all customer and sales-related activities within the CRM platform.

Client Engagement & Retention

• Develop and maintain strong relationships with corporate clients and key customer accounts to ensure a high level of customer satisfaction.
• Identify opportunities for account expansion through upselling, cross-selling, and service enhancements.
• Track contract renewals, account growth opportunities, and retention milestones.
• Proactively engage with clients to strengthen long-term relationships and improve retention rates.
• Address customer concerns, feedback, and escalations in a timely and professional manner, ensuring effective resolution.
• Conduct periodic customer review meetings and capture client feedback to improve service quality and customer satisfaction.

Reporting & MIS Management

• Generate daily, weekly, and monthly CRM reports and management dashboards.
• Monitor key performance indicators, including lead conversion rates, sales pipeline performance, customer retention, and revenue opportunities.
• Analyze CRM data and provide actionable insights to support management decision-making.
• Ensure timely and accurate submission of MIS reports to stakeholders.

Process Improvement & Compliance

• Adhere to established CRM processes, policies, and standard operating procedures.
• Identify opportunities to improve CRM workflows, reporting efficiency, and user adoption.
• Ensure compliance with organizational policies, data privacy regulations, and information security standards.
• Support the implementation of CRM best practices across the organization.

Qualifications & Experience

• Bachelor's degree in Hotel Management (BHM) or a related discipline preferred.
• 5 to 10 years of relevant experience in CRM, Customer Success, Client Relationship Management, or Account Management roles.
• Hands-on experience with CRM platforms such as Salesforce, Zoho CRM, HubSpot, or equivalent systems.
• Strong proficiency in Microsoft Excel and reporting tools.
• Excellent interpersonal, communication, and stakeholder management skills.
• Strong analytical abilities with a keen eye for detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Industry Experience

Candidates with experience in Real Estate, Commercial Office Leasing, Coworking Spaces, Hospitality, Facility Management, or other service-oriented industries will be preferred.

Key Competencies

• Customer Relationship Management
• Client Retention & Engagement
• CRM Administration
• Sales Coordination
• MIS Reporting & Data Analysis
• Cross-Functional Collaboration
• Problem Solving & Process Improvement
• Attention to Detail
• Communication & Interpersonal Skills

Role

Customer Success, Service & Operations - Other

Industry Type

Real Estate (Co-working)

Department

Customer Success, Service & Operations

Employment Type

Full Time, Permanent

Role Category

Customer Success, Service & Operations - Other

Education

UG

Any Graduate

Key Skills

Customer Success | Client Relationship Management | Customer Relationship Manager | Account Manager | Key Account Manager | Customer Experience | Tenant Relationship Manager | Workspace Operations | Corporate Client Servicing | Customer Retention | Customer Engagement | Stakeholder Management | Escalation Management | Managed Office | Coworking

Pay

₹50,000.00 - ₹160,000.00 per month

Benefits

Cell phone reimbursement

Health insurance

Paid sick time

Paid time off

Provident Fund

Work Location

In person