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CRM - Customer Relationship Management Professional

CRM - Customer Relationship Management Professional

TDF Diamonds Gold

1 - 4 years

4 - 8 Lacs

mumbai nagpur thane nashik pune aurangabad

Posted:4 days ago| Platform:

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Skills Required

analytical skills crm executive head business development sales mis telecalling automation tools customer experience lead management crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

The CRM Executive will be responsible for managing and optimising lead flow across Zoho CRM, WhatsApp chatbot, telecalling, and digital channels. The role focuses on improving lead conversion, ensuring follow-ups, tracking ROI, and acting as a strong bridge between Head Office and stores to drive closures and accountability.

Key Responsibilities

Zoho CRM Management

Own end-to-end lead management in Zoho CRM (walk-ins, telecalling, digital, WhatsApp chatbot leads).
Ensure accurate lead entry, tagging, source mapping, and stage movement.
Maintain data hygiene, remove duplicates, and ensure standardised data formats.
Create and manage tasks, reminders, and automated workflows.
Prepare daily, weekly, and monthly CRM MIS for management.

WhatsApp Chatbot Management

Monitor leads generated through the WhatsApp chatbot.
Ensure proper lead capture (name, number, interest, store preference, source).
Map chatbot leads correctly to Zoho CRM in real time.
Track response time, drop-offs, and handover to telecallers or stores.
Optimise chatbot flows in coordination with HO for better conversions.

Telecaller Coordination

Allocate leads to telecallers based on priority and rules.
Track call attempts, follow-ups, and outcomes in Zoho.
Ensure telecallers follow defined scripts, timelines, and CRM discipline.
Monitor conversion from calls to store visits and closures.
Share daily telecalling performance updates with HO.

Digital Lead Management

Manage leads from all digital channels (Meta, Google, website, WhatsApp campaigns).
Ensure quick response and correct store assignment.
Track campaign-wise performance and lead quality.
Coordinate with stores to ensure digital leads are contacted and converted.
Flag underperforming channels and campaigns.

Bridge Between HO & Stores

Act as the single point of coordination between HO, telecallers, chatbot, and store teams.
Ensure timely updates on lead status, remarks, and closures by stores.
Follow up with stores for pending actions and delayed responses.
Escalate issues impacting conversion or customer experience.

Lead Closure & ROI Tracking

Track the complete lead journey from source to closure.
Measure conversion rates, response time, follow-up cycles, and drop-offs.
Track ROI for digital, telecalling, and WhatsApp chatbot campaigns.
Provide actionable insights and improvement recommendations.

Meetings & Reviews

Support daily CRM and follow-up reviews.
Prepare data for weekly and monthly performance meetings.
Present lead, conversion, and ROI insights to management.

Skills & Requirements

Hands-on experience with Zoho CRM (mandatory).
Experience handling WhatsApp chatbot or automation tools preferred.
Strong understanding of lead management and sales funnels.
Experience coordinating telecallers and store sales teams.
Strong communication, follow-up, and analytical skills.
Detail-oriented with a data-driven mindset.

Reporting To

Head Office / Sales & Marketing Leadership

Outcome Expectation

Faster lead response across all channels
Higher conversion from WhatsApp, digital, and telecalling leads
Clear ROI visibility for each lead source
Seamless coordination between HO and stores

Required Skills

Basic Computer Knowledge Sales Convincing Stategies Communication

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