Job Description

We are seeking an

experienced and client-focused CRM Manager for HNI clients

to manage, enhance, and grow our relationships with high net-worth individuals. As the CRM Manager at our furniture manufacturing plant, you'll oversee the end-to-end customer relationship process--from initial inquiry through to delivery, installation, after-sales support, and warranty/service issues. This role blends CRM strategy, project coordination, and client services. You'll play a strategic and operational role, ensuring seamless coordination across sales, production, logistics, and installation to maximize client satisfaction and retention & collaborating across teams to deliver seamless service to our premium clientele.

Key Responsibilities:

1.

Client Relationship Management

Serve as the

Primary Point of Contact

for

HNI clients

throughout their purchase journey--from

Inspection, customization if any, dispatch and post-delivery follow-ups

ensuring a high standard of service and client satisfaction.

Manage inspection, snag-list resolution, and final acceptance processes to ensure flawless handover.

Build and nurture trust-based relationships by offering bespoke service and anticipating client needs through personalized engagement strategies.

Manage client feedback, queries, and requests with a premium, polished approach.

Utilize CRM software to segment clients, track interactions, monitor performance metrics, and automate communications.

Develop and implement CRM strategies to enhance client loyalty, cross-selling, and up-selling opportunities.

Collect client feedback post-delivery to guide continuous service improvement.

2. CRM Systems & Reporting

Maintain up-to-date client profiles, preferences, and interaction history in the CRM system.

Generate insights-driven reports mapping client status, delivery milestones, pending actions, and service metrics.

Analyze client behavior and feedback to reduce churn and increase retention rates by ensuring a smooth and premium experience.

Generate regular reports for senior management on client engagement and campaign performance

3. Cross-Functional Coordination

Liaise with design, production, logistics, quality, and finance teams to align on order requirements, customization timelines, and delivery schedules.

Coordinate with marketing and product teams to ensure relevant offerings and messaging.

Ensure seamless execution from custom design commissions to final handover.

4. Personalized Client Engagement

Organize exclusive client events, showroom visits, factory tours, or curated previews of upcoming collections to enhance brand affinity

Collaborate on gifting strategies and personalized outreach aligned with brand values.

5. Strategic Insights & Growth

Analyze trends in HNI behavior and market demands to identify upselling or cross-selling opportunities.

Provide strategic inputs to product and service development aligned to luxury customer expectations.

6. Compliance with Confidentiality

Ensure all client interactions and data handling are compliant with company policies and applicable regulations.

Maintain strict confidentiality of client information.

Key Requirements:

Bachelor's degree in Business, Marketing or related field; MBA preferred. 5-8 years of experience in CRM, relationship management, or client servicing, preferably in furniture manufacturing or luxury sectors. Proven experience managing high-value client portfolios. Strong knowledge of CRM platforms Excellent communication, interpersonal, and problem-solving skills. High level of professionalism, discretion, and customer-centric mindset. Ability to analyze data, generate insights, and create action plans.

Preferred Skills:

Understanding of HNI client behavior, needs, and lifestyle. Experience in personalized marketing and luxury client servicing. Multilingual abilities (preferred, depending on region/clientele). Experience with automation and digital CRM tools.
Job Types: Full-time, Permanent

Pay: ₹50,000.00 - ₹100,000.00 per month

Work Location: In person