Customer Relationship Manager

Key Responsibilities
1. Client Escalation Management

• Take ownership of client escalations and ensure concerns are addressed promptly and professionally.
• Act as a senior point of contact for complex, sensitive, or high-value client concerns.
• Understand the root cause of complaints and coordinate with relevant teams to identify appropriate resolutions.
• Ensure timely service recovery while protecting the client relationship and Glow's brand experience.
• Maintain an escalation tracker and monitor cases until complete closure.
• Identify recurring complaints and recommend corrective and preventive actions to management.

Follow up with clients after resolution to ensure satisfaction and rebuild trust where required.
2. Client Enquiry & Lead Conversion Management

• Monitor client enquiries received through various channels, including calls, WhatsApp, website enquiries, social media, digital campaigns, and other lead-generation platforms.
• Maintain accurate data on incoming enquiries and their source.
• Track the complete journey from Enquiry - Contacted - Consultation Booked - Consultation - Completed - Treatment Conversion.
  - Analyse enquiry-to-consultation and consultation-to-treatment conversion ratios.
• Identify high-performing and underperforming lead sources.
• Work with Case Managers to improve follow-up quality and conversion rates.
• Identify lost, pending, dormant, and unresponsive leads and develop strategies for re-engagement.
• Prepare regular conversion reports and provide actionable insights to management.

3. Online Doctor Consultation Management

• Coordinate and schedule online consultations between clients and Glow's Doctors.
• Ensure clients are contacted and scheduled within the required turnaround time.
• Coordinate with Doctors and Case Managers to ensure availability and smooth consultation scheduling.
• Monitor scheduled, completed, cancelled, and missed online consultations.
• Follow up with clients who have not completed their scheduled consultations.

Track conversion of online consultations into in-clinic appointments and treatments.
4. Review & Reputation Management

• Monitor client reviews and feedback across relevant platforms, including Google and other approved channels.
• Track positive and negative feedback and identify recurring themes.
• Coordinate appropriate responses to client reviews in line with Glow's communication standards.
• Escalate negative or sensitive reviews to the appropriate management team for resolution.
• Analyse review trends to identify opportunities for improving client experience.

5. Product & Service Feedback Management

• Actively collect and consolidate client feedback on products, treatments, services, and overall experience.
• Identify recurring feedback regarding product effiacy, quality, pricing, availability, packaging, usage experience, or client preferences.
• Capture feedback received through Case Managers, Front Desk, Doctors, Therapists, reviews, WhatsApp, calls, and direct client interactions.
• Differentiate between product-related concerns, service-related concerns, and client expectations to identify the underlying issue.
• Maintain a structured Product & Service Feedback Tracker and analyse trends periodically.
• Share relevant product feedback and recurring client concerns with Management, Procurement, Operations, Doctors, Therapists, and other relevant teams.
• Highlight products or services receiving consistently positive or negative feedback.
• Identify potential opportunities for introducing new products, services, packages, or improvements based on client needs and preferences.
• Ensure product-related complaints are escalated promptly to the appropriate team for investigation and resolution.
• Track corrective actions and communicate relevant updates to clients where required.
• Provide management with actionable client insights, rather than simply reporting feedback.

6. Quality Auditing of Case Manager Calls

• Conduct regular quality audits of Case Manager calls to clients.
• Evaluate calls against desired quality parameters and communication standards.
• Assess greeting, understanding of client requirements, product/service knowledge, communication, appointment conversion, follow-up, objection handling, upselling/cross-selling, accuracy, professionalism, and closure.
• Maintain individual Case Manager quality scores.
• Identify recurring gaps and provide structured feedback and coaching.
• Track improvement following feedback and training interventions.
• Escalate serious deviations, misinformation, or inappropriate communication to management.

7. Client Follow-up & Relationship Management

• Monitor follow-ups for prospective, existing, inactive, and high-value clients.
• Ensure clients receive timely communication regarding consultations, appointments, treatments, packages, and relevant stake holders.
• Identify opportunities to re-engage dormant clients.
• Support Case Managers in developing stronger client relationships and improving retention.Ensure important client interactions are documented accurately in the relevant CRM/system.
  8. Cross-Functional Coordination
• Work closely with Case Managers, Centre Managers, Doctors, Front Desk, Marketing, Procurement, Operations, and other relevant teams.
• Coordinate resolution of client issues that require involvement from multiple departments.
• Ensure client feedback and insights are communicated to relevant stakeholders.
• Support management in implementing client experience and product/service improvement initiatives.
• Identify operational or product gaps that negatively impact the client journey and recommend solutions.
  

Reporting & Analytics:

The CRM will be responsible for maintaining and analysing key client experience and conversion data, including:

• Total client enquiries
• Enquiries by source
• Enquiry-to-contact ratio
• Contact-to-consultation conversion
• Consultation-to-treatment conversion
• Overall lead-to-client conversion
• Online consultation bookings
• Online consultation completion rate
• No-show and cancellation rates
• Follow-up completion
• Dormant lead reactivation
• Client escalation volume
• Escalation resolution time
• Review ratings and sentiment
• Case Manager call quality scores

The role should convert this data into actionable insights, rather than simply maintaining reports

Qualifications & Experience

• Bachelor's degree in Business Administration, Marketing, Healthcare Management, Hospitality, or a related field.
• 3-6 years of experience in Customer Relationship Management, Client Experience, Customer Success, Inside Sales, Healthcare, Hospitality, Beauty, Wellness, or a premium service environment
• Experience in managing client escalations and analysing conversion data is strongly preferred.
• Experience in call quality auditing, CRM systems, and lead management will be an advantage.

Required Skills & Competencies

• Excellent verbal and written communication.
• Strong client relationship and escalation-management skills.
• Strong analytical and data interpretation abilities.
• Good understanding of sales funnels and conversion metrics.
• Strong listening and call-auditing skills.
• Ability to coach and provide constructive feedback.
• Excellent problem-solving and decision-making skills. Strong attention to detail. Ability to handle sensitive and high-value client interactions with discretion. Strong Excel/Google Sheets and CRM proficiency. Highly organised with excellent follow-up discipline. Professional, polished, and service-oriented personality. Ability to work in a fast-paced, target-driven environment.