Customer Relationship Management (CRM)

Job Title: Customer Relationship Manager

Roles And Responsibilities

• Customer Service:

  Provide information about products, services, and offers to customers.

• Handle inbound and outbound calls to understand customer needs and resolve issues.
• Address customer feedback to improve service and processes.

• Sales and Operations:

  Drive sales through efficient store operations and customer service delivery.

• Set store sales plans and quotas aligned with business objectives.
• Maintain gross margin, stock on hand (SOH), segment & brand mix, and discount management.

• Inventory and Merchandising:

  Recommend product lines and ensure appropriate merchandise mix.

• Manage inventory, shrink control, and cost optimization.
• Implement production, productivity, quality, and customer service standards.

• Team Management:

  Motivate and retain store personnel.

• Foster teamwork and manage performance among store staff.
• Identify and develop talent for critical positions.

• Compliance and Reporting:

  Manage commercials and statutory compliance.

• Stay updated on competition and manage customer escalations.
• Drive local events and promotions as per the marketing calendar.

• Customer Engagement:

  Promote a "Customer Obsessed Culture" to prioritize customer centricity.

• Improve engagement with merchandise and provide outstanding customer service.
• Maintain floor appearance, direct customers to goods, and operate cash registers.

Key Performance Indicators

• Business Management: Gross Margin, SOH, Segment & Brand mix, Discount Management, Brand share.
• Customer Experience: VOC (Voice of Customer) participation, score, SQA (Service Quality Assurance), complaints, Loyalty cards.
• People Management: Team performance, talent development.
• Business Acumen: Profitability, competition awareness.
• Jio Business: Activations, recharges, CAF rejections.

Qualifications

• Graduation/Post Graduation.
• Excellent communication skills, enthusiastic and confident personality.
• Sales and deal closing skills with a proven track record.
• Awareness of new technology (Digital Products).
• This role is crucial for ensuring a high level of customer satisfaction and driving the overall success of the store
• Preference will be given to People who are working for Banking sector,Telecom sector and also who are working in Croma,Pai,Unilet, Adishwar Electro, girias