Digital Relationship Manager

Job description

**Role Summary:** Manage the end-to-end customer journey across digital channels (Voice, Chat, WhatsApp, Email), driving lead conversion, digital-to-store appointments, customer engagement, and revenue growth while delivering a premium customer experience. **Key Responsibilities:** - Qualify and nurture leads from enquiry to closure. - Drive digital-to-store appointments and sales conversions. - Achieve assigned buyer and revenue targets. - Provide personalized product recommendations and consultative selling. - Build strong customer relationships and drive repeat business. - Track pipeline, manage lead ageing, and maintain CRM hygiene. - Collaborate with retail teams to ensure seamless customer handovers. - Handle customer queries, objections, and escalations effectively. **Requirements:** - Graduate with 2+ years of experience in sales, customer service, or relationship management. - Strong communication, sales, and relationship-building skills. - Knowledge of CRM tools and Microsoft Excel. - Customer-centric mindset with target-driven approach. - Willingness to work 6 days a week with rotational week-offs. **Key KPIs:** - Revenue & Buyer Target Achievement - Digital-to-Store Conversion Rate - Lead-to-Closure Ratio - CSAT & Customer Satisfaction - CRM Accuracy & SLA Adherence - Upsell, Cross-sell & Repeat Customer Contribution