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Customer relationship Manager

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Reliance Retail

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development

AI generated summary

  • You need strong financial management, problem-solving, emotional intelligence, customer service skills, and teamwork abilities, along with a focus on self-development and results orientation.
  • You will set sales plans, manage inventory and margins, enhance customer service, develop staff, drive promotions, and address feedback while promoting a customer-centric culture.

Requirements

  • Job Requirements
  • * Functional Competencies
  • * Operational Effectiveness
  • * Finance Management
  • * Analysis and Problem Solving
  • * Results Orientation
  • * Behavioural Competencies
  • * Self-Development
  • * Emotional Intelligence
  • * Customer Service Orientation
  • * People Management
  • * Communication
  • * Teamwork and Collaboration

Responsibilities

  • Set store sales plans and quotas aligned with business objectives.
  • Maintain Gross Margin, SOH, Segment & Brand mix, Discount management, and other metrics as per business strategy.
  • Implement production, productivity, quality, and customer service standards.
  • Recommend product lines and ensure appropriate merchandise mix.
  • Drive sales, margin, shrink control, inventory management and cost optimization.
  • Manage commercials and statutory compliance.
  • Manage performance and foster teamwork among store staff.
  • Identify and develop talent for critical positions.
  • Address customer feedback to improve service and processes.
  • Stay updated on competition and manage customer escalations.
  • Drive local events and promotions as per marketing calendar.
  • Promote a "Customer Obsessed Culture" to prioritize customer centricity.

FAQs

What qualifications are required for the Customer Relationship Manager position?

A graduation or post-graduation degree is required for this position.

What software skills are necessary for this role?

Proficiency in CRM software such as Salesforce and HubSpot is required, along with data analysis skills.

What are the key responsibilities of a Customer Relationship Manager?

Key responsibilities include managing customer relationships, analyzing data for customer satisfaction, implementing sales plans, and driving loyalty programs.

How is customer feedback managed in this role?

The Customer Relationship Manager is responsible for addressing customer feedback to improve service and processes.

What performance metrics are used to evaluate this position?

Key performance indicators include gross margin, discount management, customer experience metrics, talent management, and business acumen.

What competencies are essential for success in this role?

Functional competencies such as operational effectiveness, finance management, and analysis are essential, along with behavioral competencies like emotional intelligence, communication, and teamwork.

How does the role contribute to customer retention and growth?

The role involves creating personalized marketing strategies and driving loyalty programs to enhance customer retention and growth.

What is the focus of the Customer Relationship Manager regarding customer service?

The focus is on promoting a "Customer Obsessed Culture" to prioritize customer centricity and improve overall service quality.

Are there opportunities for career development in this position?

Yes, the role includes identifying and developing talent for critical positions, fostering a culture of self-development.

Is experience in project management required for the Customer Relationship Manager role?

Yes, project management skills are important as part of the responsibilities include implementing service standards and driving local events and promotions.

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Reliance Retail

2006

Retail & Consumer Goods
Industry
10,001+
Employees

Mission & Purpose

Reliance Retail is a leading retail company in India, focused on providing a diverse range of products and services across various sectors, including grocery, electronics, apparel, and more. Their ultimate mission is to enhance the shopping experience for customers by offering quality products at competitive prices, while also fostering economic growth and job creation. Reliance Retail aims to serve the evolving needs of consumers through innovative retail formats and technologies, ultimately striving to become the preferred shopping destination for millions of customers across the country.