Customer Relationship Manager (CRM)

• *Customer Relationship Manager (CRM) – MEWP Rental \& AMC Business**

• *Position Title:** Customer Relationship Manager (CRM)
• *Reporting To:** Head – AMC \& Aftermarket Business
• *Location:** India

• *Role Overview**

The Customer Relationship Manager (CRM) will be responsible for leading customer engagement, driving customer satisfaction, and expanding the Annual Maintenance Contract (AMC) business for Mobile Elevating Work Platforms (MEWP) across India.

This role focuses on managing key customer accounts, improving customer experience, driving AMC revenue, and ensuring long\-term customer retention through structured relationship management and service excellence.

• *Key ResponsibilitiesCustomer Relationship Management**

• Manage and nurture relationships with key customers, contractors, and equipment owners.
• Ensure high customer satisfaction through regular engagement and service follow\-ups.
• Handle escalations and ensure timely resolution of customer issues.
• Maintain and monitor CRM systems with accurate customer interaction data.
• Develop long\-term partnerships with repeat and strategic customers.

• *Customer Satisfaction \& Experience**

• Design and implement structured Customer Satisfaction Surveys.
• Analyze feedback and identify service improvement opportunities.
• Track and improve customer satisfaction metrics (CSAT/NPS).
• Ensure timely closure of complaints and service gaps.
• Publish periodic customer experience reports to management.

• *AMC Business Development**

• Drive AMC (Annual Maintenance Contract) sales and service revenue growth.
• Identify opportunities among existing customers and new prospects.
• Build and maintain a database of machines eligible for AMC.
• Educate customers on AMC benefits and lifecycle equipment management.
• Collaborate with service teams to expand AMC coverage across regions.

• *Telemarketing \& Lead Management**

• Oversee AMC telemarketing campaigns and customer outreach programs.
• Ensure effective lead generation, qualification, and conversion tracking.
• Monitor pipeline health and follow\-up mechanisms.
• Support scheduling of inspections, demos, and customer meetings.

• *Proposal Management \& Closures**

• Coordinate with service and commercial teams for pricing and scope finalization.
• Review and approve AMC proposals before submission.
• Drive negotiations and closure of AMC contracts.
• Track proposal conversion ratios and improve turnaround time.

• *Customer Retention \& Growth**

• Monitor AMC renewals and contract expiry timelines.
• Implement retention strategies to reduce customer churn.
• Identify upselling and cross\-selling opportunities.
• Strengthen long\-term customer lifecycle engagement.

• *Internal Coordination**

Work closely with

• Sales Team
• Service \& Maintenance Team
• Operations Team
• Finance Team (billing \& collections)
• Training Team

• *Key Performance Indicators (KPIs)**

• Customer Satisfaction Score (CSAT / NPS)
• AMC Revenue \& Growth
• AMC Conversion Ratio
• Customer Retention Rate
• Complaint Resolution Time
• Proposal Turnaround Time

• *Qualification**

• Graduate in Business Administration / Marketing / Engineering / Commerce
• MBA (Preferred)
• Exposure to construction or heavy equipment industry is an advantage

• *Experience**

* 4\-5 years of experience in

• Customer Relationship Management
• Aftermarket / Service Business
• Equipment Rental / Construction Equipment Industry

• *Preferred Industry Exposure:**

• MEWP (Mobile Elevating Work Platforms)
• Construction Equipment
• Material Handling Equipment

• *Skills \& Competencies**

• Strong customer relationship and communication skills
• Business development and negotiation skills
• Data analysis and reporting (CRM tools, Excel, Power BI preferred)
• Problem\-solving and escalation handling
• Team coordination and leadership ability

• *Language Requirement**

• English (Mandatory)
• Hindi (Mandatory)
• Regional languages (added advantage): Tamil, Telugu, Kannada, Malayalam, Marathi, Gujarati, Bengali

• *Industry Relevance**

This role aligns with global equipment rental best practices, where customer relationship management drives recurring revenue through AMC contracts, enhances customer loyalty, and improves equipment lifecycle performance.

• *Business Impact**

• Builds recurring AMC revenue streams
• Improves customer retention and satisfaction
• Enhances equipment uptime and lifecycle value
• Strengthens long\-term customer partnerships

Pay: ₹25,000\.00 \- ₹40,000\.00 per month

Benefits

• Health insurance
• Paid time off
• Provident Fund

Application Question(s)

• Do you have experience in the construction equipment / MEWP / material handling industry?
• Do you have experience in aftermarket / service / AMC business?

Work Location: In person