Senior Customer Relationship Executive

Member Care & Customer Support

• Respond promptly to inbound calls, emails, and member enquiries regarding India memberships, products, services, certifications, learning programs, and events.
• Deliver timely, accurate, and professional resolutions to member queries while ensuring high customer satisfaction.
• Provide Tier-1 technical support for website login, LMS access, webcast issues, and membership portal queries.
• Route specialized enquiries to the appropriate internal teams whenever required.
• Research and resolve membership-related issues efficiently.
• Manage the region's shared mailboxes and ensure timely response to all communications.
• Build strong relationships with members through regular engagement via phone and email.

Membership Sales & Revenue Generation

• Handle inbound sales enquiries and convert qualified prospects into members.
• Conduct outbound calls to generate new membership opportunities, follow up on leads, and nurture prospective members.
• Identify customer needs and recommend the most suitable products and membership solutions.
• Achieve assigned monthly, quarterly, and annual sales and membership targets.
• Promote membership renewals, upgrades, cross-selling, and additional offerings.
• Follow up on pending payments and coordinate with customers to ensure timely collections.
• Maintain a healthy sales pipeline and consistently update opportunity status within the CRM.

Membership Operations

• Process membership registrations, activations, renewals, and onboarding activities.
• Release LMS portal access and ensure timely activation of member accounts.
• Process orders and maintain accurate member records.
• Perform daily CRM and database updates to ensure information accuracy and completeness.
• Prepare and maintain sales reports, customer records, and operational documentation.

Events & Member Engagement

• Support member registrations for India conferences, seminars, certification programs, and learning events.
• Coordinate onsite registration and member assistance during sponsored events.
• Conduct member engagement and renewal campaigns to improve retention and satisfaction.
• Assist in executing communication campaigns and engagement initiatives.

Continuous Improvement

• Recommend process improvements to enhance member experience and operational efficiency.
• Stay updated on new products, services, learning offerings, and membership benefits.
• Collaborate with Sales, Marketing, Learning, Finance, and Operations teams to ensure seamless member support.
• Perform other duties and responsibilities as assigned.