Customer Relationship Executive - Mumbai, India - Talent Corner HR Services Pvt Ltd

Description

Job Overview:

As a Customer Relations Executive, you will play a pivotal role in lead management, and fostering organic business growth from existing customers. Your responsibilities will extend to providing valuable insights to the marketing team and supporting the MIS analyst in lead analysis. Collaboration with the sales team will be essential for lead conversion and achieving organizational targets.

Key Responsibilities: 1. Lead Management:

• Identify Potential Leads: Connect with potential leads received from various channels such as market research, industry events, social media, and inbound inquiries via calls and emails to identify interest and intent
• Qualify Leads: Assess the quality and fit of leads based on predetermined criteria to prioritize efforts effectively
• Capture Lead Information: Maintain accurate records of lead information including contact details, interactions, and stage in the sales cycle using CRM software.
• Lead Nurturing: Develop and engage prospects and move them through the sales funnel, utilizing personalized communication and relevant content.
• Follow-Up: Ensure timely follow-up with leads through email, phone calls, or other communication channels to maintain engagement and address queries or concerns.
• 2. CRM:
• Customer Relationship Management: Build and maintain strong relationships with existing
• customers to understand their evolving needs and preferences.
• Identify Upselling/Cross-selling Opportunities: Analyze customer purchase history,
• behavior, and feedback to identify opportunities for upselling additional products or services
• or cross-selling complementary offerings.
• Referral Programs: Encourage satisfied customers to provide referrals through incentives or
• loyalty programs, leveraging existing relationships to generate new leads.
• 3. Collaboration with Marketing:
• Data Gathering: Collect and consolidate data related to lead generation, customer
• interactions, and sales performance from various sources.
• Segmentation: Assist in segmenting the customer base to tailor marketing messages and
• offers to specific audience segments for maximum relevance and impact.
• Feedback Loop: Act as a conduit between the customer-facing teams and the marketing
• department, providing valuable feedback on customer preferences, pain points, and competitive insights.
• 4. Collaboration with Sales:
• Alignment: Work closely with the sales team to understand their goals, target markets, and
• challenges in converting leads into customers.
• Support: Provide sales team members with the necessary resources, information, and
• support to effectively engage and convert leads.
• Feedback Loop: Share insights from customer interactions and lead management activities
• with the sales team to optimize their strategies and tactics for lead conversion.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field.

Must-Haves:

• Experience with CRM software for lead management (e.g., Salesforce, HubSpot).
• Proven experience of 5 years in customer relations, lead management, or sales support
• roles.
• Prior tele-calling experience (concept selling, service selling, relationship management)
• Excellent communication and interpersonal skills.
• Strong convincing and negotiation skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Team player with a proactive and results-oriented mind-set.
• Good to Have:
• Previous experience in B2B sales environments.
• Certification in customer relationship management or related fields.
• Experience in online sales, lead conversion through concept selling