Customer Relationship Manager, B2B E-Commerce Platform

Customer Relationship Manager, B2B E-Commerce Platform

Coimbatore, Tamil Nadu · Full-time · On-site

About the role

You are the primary point of contact across the full customer lifecycle for buyers, sellers, manufacturers, exporters and traders on the platform. You take them from registration through to active, repeat use: onboarding them properly, driving adoption, resolving what gets in their way, and keeping them on the platform. Success in this role is measured by how many registered users become active ones and stay active.

Onboarding and activation

• Assist buyers and sellers with registration and KYC completion.
• Guide users through profile creation and platform setup, ensuring product catalogues, company profiles and certifications are uploaded correctly.
• Conduct platform demonstrations and user orientation sessions.
• Coordinate onboarding of strategic customers with Sales and Business Development.

Relationship management

• Build strong relationships with key buyers and suppliers, acting as the primary contact for assigned accounts.
• Understand customer requirements and recommend the platform features that fit them.
• Conduct regular follow-ups to maintain engagement.

Support and issue resolution

• Handle enquiries received by phone, email, chat and the support portal.
• Resolve operational and process issues within agreed service levels.
• Coordinate with IT, Operations, Finance and Sales for timely resolution.
• Record, investigate and resolve complaints, analysing root causes and recommending preventive action.
• Escalate critical issues and monitor them through to closure, keeping the customer informed throughout.

Engagement and retention

• Encourage active participation from registered users, promoting RFQ creation, quotation submission, negotiation and order placement.
• Identify customers at risk of going inactive and run recovery plans.
• Facilitate communication between buyers and sellers where needed.
• Develop retention and loyalty initiatives, and promote renewals of subscription or membership plans.
• Collect feedback and recommend service improvements.

Training and customer education

• Conduct webinars and training sessions on platform features and best practice.
• Prepare user guides, FAQs and knowledge base content.
• Educate customers on new features and process enhancements.

CRM data and customer insight

• Maintain accurate customer records and interaction history, and keep CRM data quality high.
• Track customer activity, support requests and engagement levels.
• Generate customer performance and engagement reports.
• Measure satisfaction through surveys and feedback, and identify opportunities to improve the user journey.
• Provide customer insight to Product and Marketing to support platform improvements.

How performance is measured

Onboarding completion rate, buyer and seller activation rate, monthly active buyers and sellers, retention rate, customer satisfaction, average response and resolution time, complaint resolution within SLA, repeat transaction rate, customer engagement score, and renewal conversion.

Qualifications

• MBA in Marketing, Customer Relationship Management, Business Administration or Sales.
• Bachelor's degree in Textile Management, Commerce, Business Administration or a related field preferred.

Experience

• 5 to 8 years in customer relationship management, key account management, business development or data analysis.
• Experience with B2B marketplaces, e-commerce platforms, ERP solutions, SaaS products or manufacturing is highly desirable.
• Understanding of manufacturing and supply chain processes is an added advantage.
• Fluency in Tamil and English, given the supplier base.