Customer Relationship Manager

About the role

The Customer Relationship Manager will drive the implementation of the loyalty model, maintain and grow relationships with existing customers, and lead a team to achieve sales and renewal targets. This role combines client‑facing activities with team leadership, performance monitoring and recruitment responsibilities.

Key responsibilities

• Implement the loyalty model and ensure ongoing relationship management for orphan customers.
• Upsell products through targeted campaigns and secure renewals to protect assets under management.
• Allocate leads to team members, monitor topline performance, and take corrective actions to meet premium and NOP targets.
• Guide the sales process, from lead conversion to closure, and ensure smooth execution of sales and service activities.
• Communicate process changes and regulatory updates through training modules.
• Recruit, train, and retain team members while managing attrition within defined limits.
• Analyse business unit opportunities, set targets, and provide regular performance reports to senior management.
• Achieve persistency targets and implement corrective measures to ensure timely renewals.

Required profile

• Proven experience in customer relationship management and achieving sales targets.
• Demonstrated ability to lead a team, allocate leads and monitor performance metrics.
• Strong analytical mindset to evaluate business opportunities and report insights.
• Experience in recruitment, training and managing attrition.
• Excellent communication skills to convey process changes and regulatory updates.

Required skills