Customer Relationship Manager

Aditya Birla Group

India, Mysore

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Job Description

Job Purpose

Job Purpose Description

Job Context & Major Challenges

Job Context: Drive business and achieve targets through allocated region/area. Work towards increasing the overall sales productivity of the team by facilitating & handholding the team in various types of customer acquisition & servicing activities. Manage a team of Sales Managers to maintain the proper process of doing valued business for the organisation.

Job Challenges:

Key Result Areas

	KRA (Accountabilities) (Max 1325 Characters)	Supporting Actions (Max 1325 Characters)
KRA1	Ensure achievement of Targets (Premium & NAAC ) in order to contribute in overall growth of the company	1. Continuous interaction with the Sales managers. 2. Regular reviews to monitor productivity levels. 3. Ensuring awareness and participation in all the R&R activities run by the organisation. 4. Converting the key prospects into customers.
KRA2	Ensure smooth function of the sales and other processes in order to maximise business potential.	1. Communicating any process change or change in any rules and regulations by the help of different training module. 2. Supporting in the actual sales and service aspects including sales calls, issuance and complaint handling
KRA3	Maintain the expense gap in order to reduce the cost	1. Understanding the need of the expense 2. Taking commitment from the channel before any spending or allocation of the budget 3. Maintain a SM wise expanse tracker
KRA4	Ensure relevant people in the right place right time in order to maximise the productivity	1. Understanding the strength of the resource and depending on that allocating job responsibility 2. Evaluating the opportunity of each business unit and allocating targets as per that 3. Recruit, develop and train team members to maximize productivity
KRA5	Ensure the right method of business acquisition in order get the profitable mix for the organisation	1. Scrutinise the business on regular basis 2. Interacting with the customers through welcome calls
KRA6	Ensure Persistency targets as per the company norms so that renewals take place on time	1. Communicate with customers and 2. Resolve queries as and when required to ensure that renewal takes place on time
KRA7	Supporting activities for Lead generation	1. As a support mechanism to the leads which are generated centrally, there should be activities planned including newer ways of generating lead prospects
KRA8	Team Management	1. Mentor, supervise and coach the team. 2. Provide for on the job as well as classroom training for skill enhancement