Job Description

Job Summary

The CRM Executive/Manager will be responsible for managing customer relationships, enhancing customer satisfaction, and improving retention through effective CRM strategies, data management, and communication. The role involves handling customer queries, coordinating with internal teams, and ensuring smooth execution of CRM processes.

Key Responsibilities1. Customer Relationship Management

Maintain strong relationships with existing customers and ensure timely follow-ups. Act as the primary point of contact for customer queries, complaints, and support. Ensure customer satisfaction and resolve issues promptly.

2. CRM System Management

Manage and update the CRM software with accurate customer data. Track sales leads, follow-ups, opportunities, and customer interactions. Generate CRM reports for management review (daily/weekly/monthly). Ensure data hygiene and system accuracy.

3. Communication & Coordination

Coordinate with Sales, Marketing, Service, and Operations teams for customer requirements. Send regular updates, reminders, and follow-up communications to customers. Support sales team with customer insights, history, and purchase patterns.

4. Customer Engagement Activities

Execute customer feedback surveys, NPS, and satisfaction analysis. Plan and run customer engagement campaigns, loyalty programs, and retention initiatives. Monitor customer lifecycle and propose engagement strategies to improve repeat business.

5. Reporting & Analytics

Analyze customer data and trends to support business decisions. Prepare dashboards on customer interactions, complaints, resolutions, and retention. Track lead conversions and performance metrics.

Required Skills

Good communication and interpersonal skills. Strong knowledge of CRM tools (Zoho, HubSpot, Salesforce, or company-specific software). Data analysis and reporting skills (Excel, Google Sheets, CRM dashboards). Problem-solving abilities and customer-centric approach. Ability to multitask and follow processes accurately.

Qualifications

Graduation in any field (MBA preferred--Marketing/CRM). 3-7 years of experience in Customer Relationship Management. Experience in CRM software and customer handling is mandatory.

Key Competencies

Customer-first mindset Attention to detail Time management Team coordination Process-oriented approach
Job Type: Full-time

Pay: ?15,000.00 - ?20,000.00 per month

Work Location: In person