Customer Relations Manager

Role Overview

We are looking for a Customer Relations leader to manage and scale Amura's Customer Relations team, which is responsible for client onboarding, relationship management, conversion, and revenue growth, while delivering a consistent, high-quality customer experience.

This role reports directly to the Head of Customer Relations and plays a critical role in improving conversions, solving systemic issues, managing escalations, and building long-term client relationships through the team.

Key Responsibilities

Conversion & Revenue Growth

• Own and drive conversion rate improvement across the inbound customer funnel
• Analyse lead journeys, drop-offs, objections, and decision behaviour to improve enrolment outcomes
• Continuously refine client engagement frameworks, pitch approaches, and conversation quality
• Coach the team on relationship-led, consultative conversion techniques
• Track and improve revenue, conversion ratios, and deal quality

Customer Relations & Relationship Management

• Build and maintain strong, long-term, trust-based relationships with clients
• Set the benchmark for high-quality relationship management and teach the team to replicate it consistently
• Ensure client conversations are ethical, empathetic, and outcome-driven
• Act as an escalation point for high-value, complex, or sensitive client situations

Customer Experience Ownership

• Own the customer experience delivered during onboarding and early lifecycle stages
• Ensure consistency, empathy, and clarity across all customer interactions
• Monitor CX metrics (CSAT, NPS, qualitative feedback) and translate insights into action
• Balance short-term business outcomes with long-term customer trust and retention

Escalation Management & Resolution

• Own client and internal escalations end-to-end
• Ensure timely resolution with clear communication and accountability
• Identify recurring escalation patterns and convert them into process or training improvements
• Work cross-functionally to prevent repeat escalations

Systemic Problem Identification & Solutions

• Identify systemic errors across processes, communication, tooling, or handoffs
• Conduct root-cause analysis instead of surface-level fixes
• Design and implement scalable, long-term solutions
• Partner with cross-functional teams to close gaps and improve overall system reliability

Team Leadership & Performance Management

• Lead, coach, and manage the Customer Relations team
• Set clear expectations across conversion, experience quality, and productivity
• Drive regular performance reviews, feedback cycles, and continuous coaching
• Build strong second-line leaders and a healthy leadership pipeline
• Proactively manage morale, engagement, and attrition

Training, Enablement & Capability Building

• Design and execute structured training programs focused on:
• Relationship management excellence
• Conversion optimisation and objection handling
• Customer psychology and decision-making
• Run regular call reviews, role-plays, and coaching sessions

Strategy, Roadmap & Cross-Functional Collaboration

• Partner with the Head of Customer Relations to define the team's short-term and long-term roadmap
• Build SOPs, playbooks, and performance frameworks
• Share structured customer insights to influence decisions and improvements with the internal teams

What we're looking for:

• 8 to 12+ years of experience in:
• Client Relationship Management
• Inside Sales / Inbound Sales
• Customer Acquisition / Revenue Operations
• Proven experience managing targets, funnels, and performance metrics
• Strong understanding of consultative or solution selling
• Experience in healthcare, health-tech, wellness, or service-led businesses is a strong plus

Here are answers to some questions you may have

Where is your office?

Chennai (Velachery)

Work Model

Work from Office - because great stories are built in person!

Do you have an online presence?

(we on all social media)

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