Head - Client Relations (3-12 yrs)

Job Summary:

We seek an experienced and dynamic Customer Relationship Head to lead and manage our Customer Relationship team. This role requires frequent travel to connect with key clients, foster strong business relationships, and ensure a seamless customer experience. The ideal candidate will oversee and guide a team of CREs, ensuring their Key Result Areas (KRAs) are effectively met, while driving customer satisfaction and loyalty.

Key Responsibilities:

Client Engagement and Relationship Building:

- Frequently travel to client locations to establish, nurture, and maintain strong relationships with key stakeholders.

- Act as the primary point of contact for top-tier clients, ensuring their needs are understood and addressed promptly.

CRE Team Leadership:

- Lead, mentor, and manage the CRE team, ensuring they are equipped with the necessary tools and resources to excel in their roles.

- Regularly track and evaluate the performance of the CRE team against predefined Key Result Areas (KRAs) and ensure continuous improvement.

Performance Monitoring and Reporting:

- Oversee and ensure that all CREs meet their performance goals, including customer satisfaction, client retention, and service delivery standards.

- Provide regular reports and insights to senior management on the performance and productivity of the CRE team, along with suggestions for improvement.

Issue Resolution:

- Act as an escalation point for client issues or concerns and ensure they are resolved in a timely and satisfactory manner.

- Collaborate with cross-functional teams to address any service gaps or operational inefficiencies impacting customer satisfaction.

Strategy and Growth:

- Contribute to the development of customer relationship strategies that align with overall business goals.

- Identify opportunities for business expansion and growth through enhanced client engagement and relationship management.

Qualifications and Skills:

- Proven experience in a customer relationship or client-facing role, with at least 3-5 years in a leadership position.

- Strong interpersonal and communication skills, with the ability to build and maintain positive relationships.

- Ability to manage and motivate a team, with experience in setting and tracking performance metrics (KRAs).

- Excellent problem-solving skills and the ability to handle client issues with professionalism.

- Willingness to travel extensively, as this role requires frequent visits to client locations.

- Bachelor's degree in business administration, marketing, or a related field.