Relationship Manager

Role & responsibilities

Job Description/ KRA with weightage: (Attach Sheets if necessary)

Role Purpose

The Relationship Manager is responsible for managing an assigned base of D2C customers to ensure high retention, complete revenue realization, and superior customer experience through proactive engagement, issue resolution, and subscription continuity.

Key Roles & Responsibilities

• Manage and retain assigned customer portfolio through regular outbound calls and follow-ups.
• Ensure continuity of milk and product subscriptions by converting last-day and low-balance customers to future schedules.
• Drive wallet recharges and ensure 100% billing and revenue realization.
• Act as the single point of contact for customer queries, complaints, and service requests.
• Coordinate with operations, finance, and tech teams for timely resolution of issues within defined SLAs.
• Upsell and cross-sell Pride of Cows products and ongoing campaigns to existing customers.
• Generate customer referrals through relationship-led engagement.
• Maintain accurate daily call logs, remarks, and customer status updates in CRM/ERP systems.
• Adhere strictly to SOPs, communication guidelines, and data compliance norms.

Eligibility Criteria

• Graduate in any discipline
• 02 years of experience in B2C / D2C / subscription-based customer handling roles
• Experience in dairy, FMCG, E-commerce, or service industry preferred.

Preferred candidate profile

Strong communication and interpersonal skills.

• Customer-centric and solution-oriented mindset.
• Ability to handle objections and escalations professionally.
• Working knowledge of CRM/ ERP systems would be added advantage.
• Proficiency in Hindi & English (regional language preferred).

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