Customer Relationship Head

Designation: Customer Relationship Head
Department: Customer Experience / Relationship Management
Location: Central / Clusters / Facilities
Reporting To: Project Head
Employment Type: Full-Time

Job Purpose:
Lead customer relationship and experience management for the project, ensuring effective grievance handling, customer engagement, feedback management and continuous service improvement.

Key Responsibilities:

• Develop and implement customer relationship and experience strategies across facility centres and service channels.
• Establish processes for receiving, tracking and resolving customer queries, complaints and grievances within defined timelines.
• Monitor customer feedback, satisfaction, recurring complaints and service issues and identify improvement areas.
• Coordinate with Operations, Medical, Sales, Care Coordinators and other functions for resolution of customer concerns.
• Monitor escalated and critical complaints and ensure appropriate closure with documented actions.
• Develop customer communication standards for appointments, delays, service information, follow-ups and other key interactions.
• Analyse customer feedback and complaint trends and provide actionable insights to management.
• Drive initiatives to improve customer engagement, retention, service experience and continuity of care.
• Establish and monitor customer experience KPIs, dashboards and MIS.
• Conduct periodic customer experience reviews and recommend corrective and preventive actions.
• Support development of customer service SOPs, scripts, FAQs and communication materials.
• Guide and train relevant teams on customer handling, communication and grievance management.

Qualification & Experience:

• Graduate/

Key Skills:

• Customer Experience Management
• Grievance & Complaint Management
• Stakeholder Management
• Customer Communication
• Feedback & Service Analytics
• Process Improvement
• Team Leadership
• MIS & Reporting

Pay: ₹40,000.00 - ₹50,000.00 per month

Work Location: In person