About Company

At Clarifu, we’re passionate about empowering small businesses to succeed online. As a India based SEO company for small businesses, we take pride in being the driving force behind your business growth. We offer you tailored digital marketing solutions that drive real results. We’re not just another Digital marketing agency for SMEs – we’re your partner in growth. Our specialized SEO services for small businesses maximize your online visibility and reach new customers.

Job Description

Core responsibilities

Client Relationship Manager – Digital Marketing

Job Role

The Client Relationship Manager will be responsible for managing and strengthening client relationships, coordinating 360° digital marketing services, resolving client issues, supporting sales and upselling, identifying new technology and market opportunities, and ensuring that client requirements are effectively communicated to the internal team and management.

The CRM will act as the primary communication bridge between the client, support/delivery teams and the CEO.

Reports to: CEO / General Manager
Works with: Business Development, SEO, Social Media, Content, Graphics, Multimedia, PPC, Web Development, Technology and Accounts teams.

Key Responsibilities

1. Client Relationship Management

Act as the primary relationship point for assigned clients.
Maintain regular communication with clients.
Understand client business objectives, priorities and changing requirements.
Build long-term professional relationships with clients.
Ensure clients understand ongoing activities and deliverables.
Collect client feedback and communicate it to the relevant internal team.
Maintain a professional, responsive and solution-oriented relationship.
Identify potential client dissatisfaction before it becomes a major issue.

Core principle:

Don’t just manage the client. Understand the client’s business.

2. 360° Team Coordination

The CRM should coordinate across the entire digital marketing team rather than working with only one department.

Coordinate with:

SEO team
Social Media team
Content team
Graphics & Multimedia team
PPC/Performance Marketing team
Website/Web Development team
AI Search/GEO team
Technical Support
Accounts
Business Development
Management

The CRM should ensure:

Client Requirement → Internal Brief → Team Execution → Quality Check → Client Communication → Feedback → Improvement

3. Support & Issue Resolution

Receive and understand client issues.
Categorise issues according to urgency and responsibility.
Assign issues to the appropriate internal team.
Track issues until resolution.
Follow up with responsible team members.
Keep the client informed about progress.
Verify that the issue has actually been resolved before closing it.
Maintain an issue/complaint tracker.
Escalate critical issues to the CEO/management.

Issue-resolution principle:

Acknowledge → Understand → Assign → Follow Up → Resolve → Confirm → Close

4. Client Requirement Management

Collect campaign requirements and briefs from clients.
Clarify unclear requirements before sending them to the production team.
Maintain records of client instructions and approvals.
Ensure changes requested by clients are properly documented.
Prevent communication gaps between clients and internal teams.
Monitor pending client approvals, content, images, access credentials and other dependencies.

5. Sales & Upselling

The CRM should actively look for genuine additional business opportunities within existing clients.

Monitor whether a client may require:

SEO
Local SEO / Google Business Profile
Social Media Marketing
PPC / Google Ads
Meta Ads
Website development
Website maintenance
Content marketing
Email marketing
Lead-generation support
AI Search visibility
GEO
Conversion optimisation
Marketing automation
Reputation management

Upselling should be based on:

Client Problem → Business Requirement → Appropriate Solution

—not simply on selling additional services.

Example

If a client is receiving good website traffic but few enquiries, the CRM should be able to identify the possibility of:

Website Conversion Optimisation → Landing Page → Lead Form → WhatsApp/Call CTA → Remarketing

and discuss the opportunity internally before presenting it to the client.

6. Support Sales Team

Coordinate with the Business Development Manager regarding existing clients.
Provide information about client requirements and future opportunities.
Assist in preparing proposals for additional services.
Support renewal discussions.
Track proposals sent to existing clients.
Follow up on upselling opportunities.
Help convert satisfied clients into referral sources.

7. Accounts & Payment Coordination

The CRM should coordinate with the Accounts team regarding client commercial matters.

Responsibilities include:

Monitor client billing status.
Track invoices and payment schedules.
Coordinate payment reminders where required.
Inform Accounts about new services/add-ons approved by clients.
Ensure commercial changes are communicated properly.
Monitor overdue accounts and escalate where necessary.
Coordinate renewal/payment discussions with clients.

The CRM should not independently approve discounts, refunds or major commercial changes unless specifically authorised.

8. Client Retention & Renewal

Monitor the health of client relationships.
Identify clients who may be dissatisfied or at risk of leaving.
Understand reasons behind client concerns.
Coordinate corrective action.
Conduct periodic client reviews.
Communicate achievements and progress.
Prepare clients for upcoming renewal periods.
Identify opportunities to expand the relationship.

A key responsibility is to ensure that the client understands what work is being done, why it is being done and what has been achieved.

9. Market & Technology Watch

This is an important additional responsibility for the role.

The CRM should continuously monitor:

New digital marketing technologies
AI tools
AI Search
GEO / Generative Engine Optimisation
Google Search developments
Meta advertising developments
New social media formats
Marketing automation
CRM technologies
Analytics and reporting tools
Emerging advertising platforms
New customer-engagement technologies

The CRM should ask:

“Can this technology solve a problem for one of our clients?”

rather than simply collecting information about new tools.

10. Technology Adoption

When a useful technology or service is identified:

Research → Evaluate → Discuss Internally → Test → Create Use Case → Client Adoption

Responsibilities include:

Present useful technology opportunities to management.
Coordinate internal testing.
Identify suitable clients for pilot adoption.
Help prepare client-facing explanations.
Coordinate implementation with technical teams.
Monitor results after adoption.
Document successful use cases.

For example:

New AI Search capability → identify suitable client → explain business relevance → conduct pilot → measure visibility → develop service opportunity.

11. Client Reporting & Review

Ensure monthly/periodic reports are delivered on time.
Review reports before they are presented to clients.
Understand the major numbers and developments.
Coordinate explanations for unusual changes.
Prepare client review meetings.
Highlight achievements, challenges and next steps.
Ensure reports are connected to business objectives, not just marketing metrics.

12. Client Feedback & Improvement

Collect structured client feedback.
Identify recurring complaints or requests.
Share feedback with management and teams.
Identify process improvements.
Track whether corrective actions were implemented.
Maintain a client feedback database.

13. CEO Assistance

The CRM will directly assist the CEO by providing client-level intelligence.

The CRM should report to the CEO on:

Client Status

Active clients
New clients
Renewals
At-risk clients
High-potential clients

Client Issues

Open complaints
Serious issues
Delayed deliverables
Escalations
Pending decisions

Commercial

Upselling opportunities
Renewals
Outstanding payments
New service opportunities
Potential revenue from existing clients

Market

New technologies
New services
Competitor developments
New market opportunities
Emerging customer requirements

14. Regular CEO Reporting

Daily / Exception Reporting

Report only matters requiring attention:

Major client complaints
Critical delivery issues
Payment problems
Important client opportunities
Urgent decisions

Weekly CRM Report

A concise report covering:

Area	Information
Active Clients	Current client status
New Opportunities	Upselling/cross-selling
Renewals	Upcoming renewals
Issues	Open & resolved
Payments	Outstanding concerns
Client Feedback	Key feedback
Technology	New opportunities
Risks	Clients requiring attention
CEO Decisions	Matters requiring approval

Monthly Client Health Report

Include:

Client retention
Client satisfaction
Revenue/upselling
Renewals
Complaints
Delivery issues
Technology adoption
Growth opportunities
At-risk accounts

15. Client Health Monitoring

The CRM should maintain a simple client-health system:

🟢 Healthy — good communication, work progressing, client satisfied

🟡 Attention Required — delayed work, low engagement, pending approvals or concerns

🔴 Critical — serious complaint, payment issue, delivery failure or potential loss of client

This gives the CEO an immediate view of where management attention is required.

Required Skills

Excellent communication skills
Client relationship management
Strong follow-up ability
Problem-solving
Negotiation skills
Team coordination
Basic sales and upselling skills
Presentation skills
Business understanding
Good reporting ability
MS Excel / Google Sheets
CRM software knowledge
Professional email and WhatsApp communication

Digital Marketing Knowledge

The candidate should have a working understanding of:

They don’t need to be an expert in every discipline, but must understand enough to communicate intelligently with both clients and specialists.

KPIs / Performance Areas

Area	KPI
Client Relationship	Client satisfaction & retention
Issue Resolution	Resolution time & closure rate
Communication	Timely client communication
Team Coordination	Delivery coordination
Upselling	Qualified opportunities generated
Cross-selling	Additional services adopted
Renewals	Client renewal/continuation
Accounts	Payment coordination
Reporting	Timely & accurate reporting
Technology	Useful technology adoption
Client Growth	Expansion of existing accounts
CEO Reporting	Accurate & timely management reports

Authority & Escalation

CRM can handle:

Routine client communication
Routine complaints
Internal coordination
Follow-ups
Client briefs
Delivery tracking
Payment reminders
Upselling discussions
Technology recommendations

CEO/Management approval required for:

Major discounts
Refunds/credits
Contract changes
Major service commitments
Serious client disputes
Strategic pricing decisions
Major technology investments
Termination of client relationships
Exceptional commitments outside standard company policy

Client Relationship Manager