Client Relationship Manager

About the role

Drop Courier is seeking a proactive Client Relationship Manager to re‑engage lapsed customers, convert enquiries into cargo bookings, and lead a small customer‑care team. You will act as the primary point of contact for high‑impact complaints and help drive retention in a fast‑paced logistics environment.

Key responsibilities

• Run WhatsApp and call‑based campaigns to win back inactive clients and increase monthly retention.
• Convert leads from phone, WhatsApp and walk‑ins into confirmed bookings, ensuring no lead is unattended for more than 24 hours.
• Coach the customer‑care team, conduct daily huddles, set weekly targets and hold members accountable for results.
• Own resolution of complex complaints such as damage claims, late deliveries and missing updates, delivering fast, empathetic solutions.

Required profile

• Minimum 2 years experience in customer relationship management, telesales or team leadership.
• Proven ability to manage a team against measurable KPIs.
• Strong communication skills in English and Malayalam.
• Data‑driven mindset with the ability to track numbers, identify patterns and act quickly.

Required skills

• Experience with CRM platforms such as Zoho, Salesforce, HubSpot or Microsoft Dynamics.
• Proficiency in WhatsApp Business for business communication.
• Competence in using Google Sheets for tracking and reporting.

What we offer

• Competitive base salary plus performance‑based commission.
• Commission on customer‑retention conversions and new booking targets.
• Monthly performance bonus when all KPIs are met.
• Annual salary increment based on performance review.
• UAE company visa and medical insurance.