Role Overview
We are looking for a Customer Relations & Customer Experience leader to manage and scale Amura's Customer Relations team, which is responsible for client onboarding, relationship management, conversion, and revenue growth, while delivering a consistent, high-quality customer experience.
This role reports directly to the Head of Customer Relations and plays a critical role in improving conversions, solving systemic issues, managing escalations, and building long-term client relationships through the team.
Key Responsibilities
Conversion & Revenue Growth
- Own and drive conversion rate improvement across the inbound customer funnel
- Analyse lead journeys, drop-offs, objections, and decision behaviour to improve enrolment outcomes
- Continuously refine client engagement frameworks, pitch approaches, and conversation quality
- Coach the team on relationship-led, consultative conversion techniques
- Track and improve revenue, conversion ratios, and deal quality
Customer Relations & Relationship Management
- Build and maintain strong, long-term, trust-based relationships with clients
- Set the benchmark for high-quality relationship management and teach the team to replicate it consistently
- Ensure client conversations are ethical, empathetic, and outcome-driven
- Act as an escalation point for high-value, complex, or sensitive client situations
Customer Experience Ownership
- Own the customer experience delivered during onboarding and early lifecycle stages
- Ensure consistency, empathy, and clarity across all customer interactions
- Monitor CX metrics (CSAT, NPS, qualitative feedback) and translate insights into action
- Balance short-term business outcomes with long-term customer trust and retention
Escalation Management & Resolution
- Own client and internal escalations end-to-end
- Ensure timely resolution with clear communication and accountability
- Identify recurring escalation patterns and convert them into process or training improvements
- Work cross-functionally to prevent repeat escalations
Systemic Problem Identification & Solutions
- Identify systemic errors across processes, communication, tooling, or handoffs
- Conduct root-cause analysis instead of surface-level fixes
- Design and implement scalable, long-term solutions
- Partner with cross-functional teams to close gaps and improve overall system reliability
Team Leadership & Performance Management
- Lead, coach, and manage the Customer Relations team
- Set clear expectations across conversion, experience quality, and productivity
- Drive regular performance reviews, feedback cycles, and continuous coaching
- Build strong second-line leaders and a healthy leadership pipeline
- Proactively manage morale, engagement, and attrition
Training, Enablement & Capability Building
- Design and execute structured training programs focused on:
- Relationship management excellence
- Conversion optimisation and objection handling
- Customer psychology and decision-making
- Run regular call reviews, role-plays, and coaching sessions
Strategy, Roadmap & Cross-Functional Collaboration
- Partner with the Head of Customer Relations to define the team's short-term and long-term roadmap
- Build SOPs, playbooks, and performance frameworks
- Share structured customer insights to influence decisions and improvements with the internal teams
What we're looking for:
- 8 to 12+ years of experience in:
- Client Relationship Management
- Inside Sales / Inbound Sales
- Customer Acquisition / Revenue Operations
- Proven experience managing targets, funnels, and performance metrics
- Strong understanding of consultative or solution selling
- Experience in healthcare, health-tech, wellness, or service-led businesses is a strong plus
Here are answers to some questions you may have
Where is your office
Chennai (Velachery)
Work Model
Work from Office – because great stories are built in person!
Do you have an online presence
https://amura.ai (we are @AmuraHealth on all social media)
For better insights:
https://drive.google.com/file/d/11UHgXqYc7XSJ3IAdFyEm-EurgOzqsmzA/viewusp=sharing
