CRM CMT PR Senior Customer Relations Manager - AD Level

Job Title: Senior Customer Relations Manager

Location: Bangalore / NCR

Industry: IT Services / P&R (Manufacturing Logistic E&U and Retail CPG Travel & Hospitality) and/or CMT Comms Media & Technology)

Reports to: Head of P&R and CMT Industry Leader

Company Overview:

We are a leading IT services company that provides transformative solutions to the P&R and/or CMT sector. With a strong focus on innovation we empower financial institutions to achieve operational excellence and deliver unparalleled customer experiences. We are seeking an experienced and dynamic Senior Customer Relations Manager to join our team and build lasting relationships with our P&R and/or CMT clients.

Job Summary:

The Senior Customer Relations Manager will play a critical role in strengthening and managing customer relationships within the P&R and/or CMT verticals. The role involves overseeing customer success initiatives fostering longterm partnerships and ensuring clients receive the highest level of service. The ideal candidate will have deep knowledge of the P&R and/or CMT sector exceptional communication skills and the ability to manage complex customer interactions and projects.

Key Responsibilities:

1. Customer Relationship Management:

• Develop and maintain strong relationships with key stakeholders in client organizations ensuring high levels of satisfaction and trust.
• Act as the primary point of contact for all clientrelated inquiries concerns and feedback.
• Regularly engage with clients to understand their business needs and challenges offering proactive solutions.

1. Strategic Account Management:

• Own the customer lifecycle from onboarding to renewals ensuring seamless communication and collaboration across all touchpoints.
• Collaborate with sales marketing and delivery teams to deliver tailored IT solutions and services that meet client objectives.
• Identify opportunities for upselling and crossselling additional services to existing clients.

1. Client Retention & Satisfaction:

• Monitor and measure customer satisfaction through surveys feedback and data analysis taking corrective actions where necessary.
• Lead client review meetings ensuring clients’ needs are understood and met in a timely manner.
• Identify potential risks in relationships and proactively address issues to avoid churn.

1. Account Management:

• Oversee the delivery of IT services and solutions to clients ensuring projects are completed on time within budget and to the highest quality standards.
• Work closely with project managers and technical teams to ensure client requirements are met and exceed expectations.

1. Crossfunctional Collaboration:

• Collaborate with internal teams (technical sales product support) to ensure a cohesive customer experience and alignment of goals.
• Ensure all customerfacing teams are wellinformed of key account information and client expectations.

1. Reporting & Analytics:

• Provide regular reports to senior management on customer satisfaction retention metrics and the status of ongoing projects.
• Use data and insights to drive continuous improvements in customer relations strategies and service delivery.

Qualifications:

• Bachelor's or Master’s degree in Business IT/Engineering or related field
• 15 years of experience in customer relations account management or client success in the P&R and CMT or IT services sector
• Proven experience working with key stakeholders in Enterprise and conglomerate (manufacturing logistic E&U and/or Communication Media Technology)
• Strong understanding of the P&R and/or CMT sector its regulatory landscape and its unique challenges
• Excellent communication negotiation and interpersonal skills
• Ability to manage complex customer relationships resolve conflicts and drive customer satisfaction
• Strong project management skills with a focus on client outcomes
• Proficiency in CRM tools and data analytics platforms

Desired Skills:

• Experience working with IT solutions in the P&R and/or CMT sector
• Familiarity with Agile methodologies and clientdriven project delivery models
• Ability to analyse customer data to identify trends and opportunities for improvement

Key Attributes:

• Clientfocused with a passion for delivering exceptional customer experiences
• Strong leadership skills with the ability to influence crossfunctional teams
• Proactive solutionoriented and able to anticipate customer needs
• High emotional intelligence and excellent problemsolving abilities

What We Offer:

• Competitive salary and performancebased incentives
• A dynamic and collaborative work environment
• Opportunities for career growth and development
• Access to cuttingedge technology and training programs

If you have a proven track record of managing customer relationships and delivering exceptional outcomes in the P&R and/or CMT sector we invite you to apply for the Senior Customer Relations Manager position at our innovative IT services company.