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Customer Relationship Manager (CRM)

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Reliance Retail

1mo ago

  • Job
    Full-time
    Senior Level

AI generated summary

  • You need strong communication, problem-solving, and interpersonal skills, along with sales and analytical abilities, effective time management, and adaptability.
  • You will drive sales and margin, manage inventory and staff performance, address customer feedback, implement standards, and promote customer-centric culture through events and compliance.

Requirements

  • Communication Skills
  • Problem-Solving
  • Interpersonal Skills
  • Sales Skills
  • Analytical Skills
  • Time Management
  • Adaptability

Responsibilities

  • Set store sales plans and quotas aligned with business objectives.
  • Maintain Gross Margin, SOH, Segment & Brand mix, Discount management, and other metrics as per business strategy.
  • Implement production, productivity, quality, and customer service standards.
  • Recommend product lines and ensure appropriate merchandise mix.
  • Drive sales, margin, shrink control, inventory management and cost optimization.
  • Manage commercials and statutory compliance.
  • Manage performance and foster teamwork among store staff.
  • Identify and develop talent for critical positions.
  • Address customer feedback to improve service and processes.
  • Stay updated on competition and manage customer escalations.
  • Drive local events and promotions as per marketing calendar.
  • Promote a "Customer Obsessed Culture" to prioritize customer centricity.

FAQs

What are the main responsibilities of a Customer Relationship Manager (CRM)?

The main responsibilities include setting sales plans and quotas, managing gross margins, implementing customer service standards, recommending product lines, driving sales and inventory management, handling customer feedback, promoting local events, and fostering teamwork among store staff.

What skills are essential for the role of a CRM?

Essential skills include communication skills, problem-solving skills, interpersonal skills, sales skills, analytical skills, time management, and adaptability.

How is performance measured for a Customer Relationship Manager?

Performance is measured through key performance indicators such as gross margin, discount management, brand share, customer experience metrics, and people management effectiveness.

Is prior experience in sales required for this position?

Yes, prior experience in sales is highly beneficial as the role involves driving sales, managing inventory, and achieving sales quotas.

What kind of team dynamics are expected in this role?

The role expects teamwork and collaboration among store staff, along with the identification and development of talent for critical positions.

How important is customer feedback in this role?

Customer feedback is crucial, as it helps improve service and processes, ensuring a customer-centric culture is maintained.

Are there specific targets that need to be achieved?

Yes, targets include achieving sales goals, finance implementation metrics, customer experience scores, and managing activations and recharges for Jio Business.

What does the term "Customer Obsessed Culture" mean in this context?

"Customer Obsessed Culture" refers to prioritizing customer centricity in all operations and ensuring that customer satisfaction and experience are at the forefront of business objectives.

Will I be managing compliance aspects in this role?

Yes, managing commercials and statutory compliance is one of the key responsibilities of the Customer Relationship Manager.

Are there opportunities for career advancement in this position?

Yes, there are opportunities for career advancement as the role involves identifying and developing talent for critical positions within the company.

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Reliance Retail

2006

Retail & Consumer Goods
Industry
10,001+
Employees

Mission & Purpose

Reliance Retail is a leading retail company in India, focused on providing a diverse range of products and services across various sectors, including grocery, electronics, apparel, and more. Their ultimate mission is to enhance the shopping experience for customers by offering quality products at competitive prices, while also fostering economic growth and job creation. Reliance Retail aims to serve the evolving needs of consumers through innovative retail formats and technologies, ultimately striving to become the preferred shopping destination for millions of customers across the country.