Customer Relationship Manager

Role & responsibilities

We are seeking a Customer Relationship Management (CRM) Executive/Manager to enhance client engagement, drive repeat business, and optimize guest experience for Seven Seas Hospitality Banquet. The ideal candidate will be responsible for managing client interactions, handling event inquiries, maintaining guest databases, and implementing retention strategies.

Key Responsibilities:

1. Client Relationship Management

• Build and maintain relationships with wedding planners, corporate clients, and repeat customers.
• Ensure personalized communication and follow-ups with existing and potential clients.
• Handle customer concerns and provide swift resolutions to enhance satisfaction.

2. Sales & Business Development Support

• Manage banquet inquiries and follow-up with potential leads for event bookings.
• Assist in upselling & cross-selling banquet services (catering, décor, entertainment, etc.).
• Work closely with the sales team to convert inquiries into confirmed bookings.

3. CRM Database & Reporting

• Maintain and update the client database with guest preferences, past events, and feedback.
• Use CRM tools (Salesforce, Zoho CRM, HubSpot, Opera, etc.) to track and analyze customer data.
• Generate reports on client retention, event trends, and revenue contribution.

4. Client Retention & Loyalty Programs

• Develop and execute client retention strategies (loyalty rewards, referral incentives, etc.).
• Engage with past clients through email, WhatsApp, and social media campaigns.
• Manage exclusive seasonal and festive offers to attract repeat business.

5. Digital & Social Media Engagement

• Coordinate with the marketing team to run targeted campaigns for past clients.
• Monitor online guest feedback & reviews and respond professionally.
• Promote banquet services via social media, Google Ads, and LinkedIn outreach.