Client Relations Manager

ABOUT RESET FOOTPRINT Reset Footprint is a "one stop solution" for all institutions that recruit internationally, offering printing, marketing, and logistics services that make international student recruitment completely sustainable, cost-effective, and hassle-free. By teaching the next generation, universities carry the responsibility of leading by example.

That’s where Reset Footprint comes in. We believe that institutions guiding the future should be just as committed to protecting it. We help universities recruit internationally while minimizing their environmental impact, showing students that sustainability isn’t just a concept — it’s a practice. With our innovative Footprint Per Lead (FPL) system, universities can now measure and actively reduce the carbon footprint of their recruitment efforts.

From eco-friendly printing to sustainable logistics, every aspect of our service is designed to reflect the responsibility universities have to the world. When institutions lead with sustainability, they not only influence their students but also contribute to a greener, more responsible global future. Learn more: https://resetfootprint.

com/ ROLE OVERVIEW The Client Relationship Manager is the cornerstone of Reset Footprint's client retention and growth strategy. This role is responsible for managing and nurturing relationships with an assigned portfolio of 50 existing and recurring clients, ensuring their satisfaction, retention, and increased engagement year after year.

You will serve as the primary point of contact for your clients—from understanding their requirements and coordinating proposals to overseeing project execution and identifying opportunities for cross-selling and upselling. This is not a junior support role; it is a strategic relationship management position that directly impacts revenue and client loyalty.

The ideal candidate combines exceptional relationship-building skills with commercial awareness, project coordination excellence, and a genuine alignment with Reset's sustainability mission.

KEY RESPONSIBILITIES

1. Client Relationship Management & Retention

• Serve as the primary point of contact for 50 assigned clients, ensuring timely, proactive communication.
• Build long-term partnerships by understanding client objectives, budgets, timelines, and sustainability priorities. Conduct regular client check-ins (5-10 calls per week) to maintain engagement and uncover needs
• Act as the client advocate internally, ensuring their voice is heard and needs are prioritized
• Achieve 80%+ annual client retention rate

1. Revenue Growth: Cross-Selling & Upselling

• Proactively identify opportunities to cross-sell and upsell sustainable products, swag, packaging, and marketing solutions based on client needs and upcoming occasions (recruitment seasons, events, campaigns)
• Recommend relevant product bundles or campaigns that add value to the client's engagement goals
• Coordinate with Operations team to receive costing and prepare quotations
• Present quotes to clients and manage follow-ups to convert opportunities into confirmed orders
• Conduct negotiations as needed to close deals while maintaining profitability
• Target: Increase average annual spend per client by 20% year-over-year

1. Project Execution & Coordination

• Manage end-to-end execution of client projects from briefing to delivery
• Coordinate timelines, approvals, sampling, quality control, and dispatch with internal teams (Operations, Design, Logistics)
• Ensure accuracy of orders and on-time delivery in accordance with client expectations
• Flag risks, delays, or client concerns early and drive swift resolution
• Maintain organized records of client communication, orders, and approvals in Hub. Spot CRM

1. Client Onboarding & Transition

• Receive smooth handoffs from the New Client Acquisition team after first order is won
• Create seamless onboarding experiences for new-to-portfolio clients (introduction, account setup, expectation setting)
• Document client preferences, communication styles, key contacts, and decision-making processes

1. Issue Resolution & Client Advocacy

• Act as the client advocate, managing any issues, complaints, or escalations to ensure swift and satisfactory resolution
• Maintain strong client loyalty by demonstrating accountability and solution-oriented problem-solving
• Escalate critical issues to AD when necessary

1. Client Feedback & Testimonials

• Regularly invite clients to share feedback, testimonials, and references
• Conduct quarterly client satisfaction surveys to gather insights and improve service delivery

1. Reporting & Commercial Support

• Track client orders, repeat business, and upsell opportunities in Hub. Spot CRM
• Provide weekly pipeline updates and monthly account performance reports to AD
• Coordinate with Accounts team for invoicing, payment follow-ups, and documentation
• Maintain accurate records to enable data-driven decisions

1. Sustainability & Brand Alignment

• Ensure all solutions and client communication reflect Reset Footprint's sustainability values and ethical sourcing standards
• Support accurate representation of impact, materials, and sourcing practices in all client interactions QUALIFICATION: Bachelors or Masters in Management or equivalent Work Experience:
• Minimum of 3 years of experience in a client relations, account management, or solutions/sales coordination
• Experience in gifting, merchandising, marketing agencies, or B2B services preferred
• Strong communication and relationship management skills
• Commercial awareness with the ability to identify revenue opportunities
• Highly organised with strong attention to detail
• Alignment with sustainability, ethical consumption, and responsible business practices SKILLS:
• Experience working with corporate clients or institutions or B2B outreach.
• Comfort with spreadsheets, costing, and basic reporting
• Familiarity with CRM or order management tools is a plus
• Excellent written and verbal communication skills
• Strong interpersonal skills and ability to build rapport with diverse stakeholders
• Ability to multitask, prioritize tasks, and follow instructions accurately What We Offer:
• Opportunity to work in a growing, purpose-driven organization
• Direct exposure to corporate clients and decision-makers
• Learning and growth in sustainable sourcing, gifting, and impact communication
• A collaborative, entrepreneurial work environment with room to take ownership Job: Client Relations Manager Primary Location: Mumbai Organization: Reset Footprint Compensation: Commensurable with experience Contact: hr@resetfootprint.com