We are looking for a hands-on, customer-obsessed relationship lead to anchor our client servicing function as we scale nationally. You'll be the face of our company to our most important dealers, distributors, and partners -- and the internal escalation head for any customer-facing issues. You'll lead our team of Customer Relationship Managers (CRMs), own key accounts, and help structure this function into a scalable, efficient, and revenue-positive engine.
At present, most customer engagement happens through dedicated WhatsApp groups, but over the next 3-6 months, we will be rolling out customer-facing digital portals to streamline processes, access, and support. You will help shape and guide this transformation.
What You Will Do:
Key Relationship Ownership
Be the primary point of contact for high-value customers and key accounts
Personally handle high-stakes conversations, escalations, or service issues
Build long-term relationships that are rooted in trust, responsiveness, and real support
CRM Team Leadership
Lead a team of Customer Relationship Managers, mentoring them on tone, service, follow-up, and coordination
Set internal SLAs and ensure the team adheres to clear, proactive communication norms
Monitor daily activities and intervene when needed on escalations or important accounts
Cross-Team Coordination
Liaise with dispatch, sales, 3D/media, operations, and inventory to fulfill customer needs
Ensure all collaterals, display kits, sample kits, training materials, and visuals are provided on time
Be the internal voice of the customer -- help identify gaps, inefficiencies, or product issues
Revenue & Retention Focus
Help drive repeat business by nurturing strong client relationships
Support the sales team in payment follow-ups, by leveraging goodwill and service quality
Track and improve customer satisfaction and engagement across key regions
Process Improvement & Digital Evolution
Assist in structuring CRM workflows for scale (especially across 100s of WhatsApp groups) Contribute to the design of our customer portal rollout: what they need, how they use it
Maintain records of service history, issues, resolutions, and feedback -- even in semi manual stages
Lead the adoption of CRM tools and dashboards when the time comes
Who You Should Be
8-15 years of experience in client servicing, account management, or CRM leadership
Prior experience in building or leading client teams at a growing company, SME, or family business (preferred)
Strong Hindi + English communication required -- must be articulate and professional Emotionally mature and capable of balancing urgency with empathy
Not afraid to be hands-on, pick up the phone, or lead from the front
Comfortable leading a small team and managing complex internal coordination
Excited by the idea of building something new, not just maintaining what exists
Familiar with the distribution, building materials, or B2B servicing space (preferred)
What's In It for You
Be part of a fast-growing company in a pivotal, high-visibility function
Work directly with the founder and management team
Build and own a function from the ground up -- with clear autonomy and impact
Strong growth potential into a national leadership role as the CRM team expands
Join a purpose-driven brand reshaping how interior materials are sold and supported in India
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹40,000.00 per month
Benefits:
Cell phone reimbursement
Internet reimbursement
Provident Fund
Schedule: