Job Description

About the Role:
We are redefining corporate transportation with innovation, safety, and customer-first solutions. We are seeking a dynamic CRM & Customer Success Manager to drive customer engagement, retention, and revenue growth. This role goes beyond handling customer service - it's about building long-term trust, leveraging technology, and creating memorable experiences for our clients.
Key Responsibilities:

• Manage and optimize multi-channel communications (calls, emails, WhatsApp, chat, etc.) for seamless customer engagement.
• Convert qualified leads into bookings through consultative communication and relationship building.
• Act as the primary point of contact for customers, ensuring their needs are proactively identified and addressed.
• Build long-term client relationships and ensure customer retention through personalized interactions and loyalty programs.
• Leverage CRM platforms & data analytics to track customer journeys, measure satisfaction, and drive improvements.
• Design and execute customer engagement campaigns (cross-selling, up-selling, loyalty initiatives).
• Handle escalations with empathy, speed, and professionalism while ensuring resolution within defined SLAs.
• Maintain detailed customer records including transactions, feedback, and preferences for business intelligence.
• Collaborate with sales, operations, and technology teams to continuously improve the end-to-end customer experience.
• Champion the "Voice of Customer" across the organization, ensuring insights lead to innovation and growth.

Requirements & Skills:

• 5-7 years of proven experience in CRM, customer success, or client servicing (mobility/travel/hospitality preferred).
• Strong background in customer retention, engagement, and revenue growth strategies.
• Hands-on experience with CRM tools, data analytics, and automation platforms.
• Excellent communication, presentation, and active listening skills with a customer-first mindset.
• Demonstrated ability to cross-sell/up-sell services and meet revenue targets.
• Strong problem-solving skills with the ability to remain calm and professional under pressure.
• Ability to multitask, prioritize, and manage complex client accounts effectively.
• Passionate about delivering memorable customer experiences and driving loyalty.

Skills Required