Client Engagement and Relationship Building
- Travel regularly to meet clients, build rapport, and strengthen long-term business relationships.
- Serve as the primary contact for high-value clients, ensuring their needs are proactively addressed.
- Foster client trust by delivering personalized attention and consistent communication.
CRE Team Leadership
- Lead and manage the Customer Relationship Executive (CRE) team, ensuring high levels of engagement and performance.
- Monitor team KRAs and support skill development through training, coaching, and feedback.
- Align team efforts with business goals to maximize client satisfaction and retention.
Performance Monitoring and Reporting
- Evaluate team performance using key metrics such as customer satisfaction, retention, and responsiveness.
- Deliver regular performance reports and insights to senior management with actionable recommendations.
- Implement continuous improvement plans based on team and client feedback.
Issue Resolution
- Serve as the escalation point for critical client concerns and complaints.
- Coordinate with internal teams to quickly resolve service delivery issues or process gaps.
- Ensure resolution outcomes meet or exceed client expectations.
Strategy and Growth
- Contribute to the development of strategic plans for improving customer relationship practices.
- Identify areas for expanding client engagement and increasing business opportunities.
- Stay informed about market trends and customer behavior to enhance service delivery strategies.
Qualifications and Skills
- Bachelor's degree in business administration, marketing, or a related field
- Minimum 35 years of leadership experience in customer relationship or client-facing roles
- Strong communication and interpersonal skills
- Proven ability to lead and motivate teams, manage KRAs, and drive performance
- Skilled in handling escalations and delivering customer-centric solutions
- Willingness to travel frequently to client locations
- Strategic thinker with a customer-first mindset and high adaptability
