Customer Relationship Manager (CRM)

Job Purpose:
To design, implement and manage customer relationship management (CRM) strategies that improve customer satisfaction, retention and support sales growth.

Key Responsibilities:

• Develop CRM roadmap aligned with company goals.
• Define customer segmentation and lifecycle stages.
• Set and track CRM KPIs like retention rate, repeat purchase, customer satisfaction.
• Implement and manage CRM software, ensure integration with sales, production, inventory and finance.
• Maintain accurate customer data and purchase history.
• Provide sales team with customer insights and tools for better conversions.
• Work with marketing team for targeted campaigns and promotions.
• Design customer onboarding and follow-up processes.
• Manage customer feedback, complaints, returns and warranties.
• Introduce loyalty or referral programs to increase repeat sales.
• Generate reports and dashboards on CRM performance.
• Forecast customer behavior and suggest action plans.
• Coordinate with sales, production, logistics and finance teams.
• Train internal teams on CRM practices.
• Regularly update CEO and management on CRM outcomes.

Qualifications / Skills:

• Graduate in Business, Marketing or related field (MBA preferred).
• 2–5 years CRM experience in manufacturing or B2B environment.
• Knowledge of CRM software (Zoho, Salesforce, MS Dynamics etc.).
• Strong data analysis and reporting skills.
• Good communication and coordination ability.
• Customer-focused approach with problem-solving skills.
• Project management ability to execute CRM initiatives.

Performance Indicators:

• Higher customer retention and repeat sales.
• Faster resolution of customer complaints.
• Growth in sales via upselling and referrals.
• Increased customer satisfaction (feedback scores).
• Accuracy of CRM database.
• ROI of marketing campaigns.

Job Type: Full-time

Pay: ₹25,000.00 - ₹50,000.00 per month

Work Location: In person

Speak with the employer
+91 9996733932