Job Description

Job Title:

Assistant Manager - CRM

Industry:

Furniture / Interior / Manufacturing

Department:

Sales & Customer Experience

Reporting To:

CRM Manager / Sales Head

Role Purpose

The Assistant Manager - CRM will be responsible for managing customer relationships from order confirmation to final installation, ensuring timely communication, issue resolution, and high customer satisfaction across all furniture projects.

Key ResponsibilitiesCustomer Management

Act as the single point of contact for customers after order confirmation. Share order status, production updates, dispatch, and installation schedules with customers. Handle customer queries, complaints, and service requests professionally.

Order & Project Coordination

Coordinate with Sales, Design, Production, Dispatch, and Installation teams. Track furniture orders, material readiness, manufacturing progress, and delivery timelines. Ensure all project milestones are met as per committed dates.

CRM System & Data

Maintain and update customer records in CRM system. Track follow-ups, escalations, service tickets, and closure status. Generate CRM reports on order status, customer issues, and resolution timelines.

Issue Resolution

Identify delays, damages, or mismatches in furniture orders. Coordinate internally for quick resolution and customer communication. Ensure minimum customer complaints and high satisfaction levels.

Post-Installation Support

Follow up with customers after delivery and installation. Ensure any snag list, damages, or service issues are closed properly. Collect customer feedback and support retention.

Skills & Competencies

Strong communication and coordination skills Customer handling and problem-solving ability Knowledge of furniture manufacturing or interior projects Good command over Excel, CRM tools, and reporting Ability to work under pressure and manage multiple projects

Qualification & Experience

Graduate in any discipline (MBA preferred) 3-6 years experience in CRM, customer service, or project coordination Experience in Furniture / Interior / Real Estate / Manufacturing will be preferred

Key Performance Indicators (KPIs)

On-time delivery and installation Customer satisfaction score Complaint resolution time Repeat business and referrals Accuracy of CRM data and reporting
Job Type: Full-time

Pay: ?38,000.00 - ?70,000.00 per month

Benefits:

Paid sick time Provident Fund
Work Location: In person