CRM Executive

Job Title: CRM Executive

Location: Gurugram (DLF Phase 1)
Employment Type: Full-Time

About Karishma Tiles & Stones

Karishma Tiles & Stones is a leading supplier/manufacturer in the tiles and natural stones industry, committed to delivering high-quality, aesthetic, and durable flooring and cladding solutions. We cater to architects, builders, contractors, retailers, and end‐customers, helping them choose pieces that transform spaces.

Role Overview

Female candidate required for the role of CRM Executive who will be responsible for managing all client leads and relationships, ensuring every potential and existing customer receives prompt, accurate, and professional service. This role combines sales support, communication, coordination, and reporting, and requires someone with strong communication skills, prior experience in similar industries (tiles, stones, building materials, interior décor, etc.), and a customer‐centric mindset.

Key Responsibilities

• Receive, qualify, and follow up on all incoming leads (phone, email, walk‐ins, digital enquiries) in a timely manner.
• Maintain and update the CRM system with accurate client / lead information: status, contact details, follow‐ups, etc.
• Handle client queries, concerns, complaints, and escalations gracefully and ensure prompt resolution.
• Prepare regular reports (daily / weekly / monthly) on leads, conversion rates, outstanding orders, payments, and customer satisfaction.
• Analyze patterns in enquiries, feedback, and complaints to help improve customer service, product offerings, lead generation, and internal processes.
• Assist in designing and executing customer retention efforts, loyalty programs, upselling, cross‐selling of related products.
• Collaborate with marketing for campaigns, promotions, and follow‐ups on marketing leads.

Required Skills & Qualifications

• Bachelor’s degree in Business, Marketing, Commerce, or related field.
• Proven experience (1‐3 years or more) in a CRM / sales administration / customer relations role.
• Excellent verbal and written communication skills in English & a relevant local language (e.g. Hindi).
• Strong interpersonal skills: ability to be polite, patient, persuasive, and professional.
• Good organizational skills and attention to detail. Ability to manage multiple leads / tasks simultaneously.
• Proficiency with CRM software (for example Zoho CRM, Salesforce, or similar) and MS Office (especially Excel).
• Basic analytical ability: interpreting reports and deriving insights.
• Problem‐solving mindset and comfort working under deadlines or targets.

Performance Metrics / KPIs

• Number of leads responded to within set time (e.g. within 24 hours)
• Lead‐to‐conversion rate
• Time taken to resolve customer issues / complaints
• On‐time order updates to clients
• Payment follow‐up efficiency / reduction in outstanding payments
• Client satisfaction / feedback scores

What We Offer

• Competitive salary & incentives based on performance
• Opportunity to learn about the tiles & stones business end‐to‐end
• Growth potential within Sales / Customer Relations / Operations
• Friendly work environment with a focus on quality and customer satisfaction

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person