Customer Relationship Manager (CRM)

Job Title: CUSTOMER RELATIONSHIP MANAGER

Department: Sales & Marketing

Reporting To: Store Manager / Head Office

JOB SUMMARY

WE ARE LOOKING CRM FOR CALICUT MAVOOR, MALAPPURAM, MANJERI, KONDOTTY, NILAMBUR, EDAKKARA, PERINTHALMANNA, MANNARKKAD, ERNAKULAM EDAPPALLY

The CRM Executive is responsible for customer relationship management, lead generation, follow-ups, promotion of Samsung Black Box products, and reporting to Head Office. The role focuses on converting customer interest into sales by understanding customer needs, offering suitable buying options, and maintaining strong post-contact follow-ups.

KEY RESPONSIBILITIES

1. Customer Data Collection

· Collect a minimum of 50 customer leads daily/periodically from customers who are planning to buy Black Box items.

· Ensure accuracy and completeness of customer details (name, contact number, product interest, budget, buying timeline).

2. Customer Requirement Analysis

· Understand customer needs, usage requirements, budget constraints, and preferred features.

· Classify customers based on buying intent and urgency.

3. Customer Communication & Sales Support

· Communicate with customers regarding available buying options, including:

· EMI facilities

· Product features and benefits

· Warranty and service supporT

· Explain offers clearly to help customers make informed decisions.

4. Customer Follow-up

· Perform regular re-follow-ups through calls, messages, or store visits.

· Maintain follow-up records and update customer status (interested, warm lead, cold lead, closed).

5. Internal Lead Collection

Collect Black Box product leads using customer data from:

· Service Team

· Accessories Team

· Coordinate with internal teams to maximize lead conversion opportunities.

6. Digital Promotion Activities

· Post promotional videos three times per week on approved social media platforms.

· Post promotional posters daily on social media channels.

· Ensure brand guidelines and company policies are followed.

7. Promotional Content Requirements

· Promotional videos and posters must include:

· EMI details

· Ongoing offers

· Cashback details

· Product usage and user benefits

· Exchange offers

· Highlight value-for-money and customer benefits clearly.

8. Reporting & Documentation

· Submit daily reports to Head Office, including:

· Total customer data collected

· Follow-up status

· Conversion progress

· Percentage of closing possibility for each customer lead

· Maintain proper CRM records as per company standards.

9. Performance & Complianc

· Achieve assigned targets for lead generation and conversions.

· Maintain data confidentiality and follow Samsung CRM and compliance policies.

· Support store sales campaigns and special promotions as required.

REQUIRED SKILLS & QUALIFICATION

· Graduate / Diploma (preferred)

· Good communication and interpersonal skills

· Basic knowledge of smartphones, electronics, and Samsung product

· Ability to explain EMI, offers, and finance options clearly

· Basic computer and social media handling knowledge

· Strong follow-up and reporting discipline

KEY PERFORMANCE INDICATORS (KPIS

· Number of customer leads collected

· Follow-up efficiency

· Conversion ratio

· Accuracy of reports

· Social media posting consistency

Job Types: Full-time, Permanent, Fresher

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person