CRM Manager

Location: Raipur
Industry: Designer Store / Interior Design / Luxury Retail
Experience Required: 5–10 Years
(Mandatory: Experience in luxury retail, premium lifestyle brands, or design/interior studios)
Reporting To: Operations Head / Store Manager

Job Summary

We are seeking a highly professional and experienced CRM Executive/Manager to manage client relationships and deliver exceptional customer service in a premium design and luxury retail environment. The ideal candidate will possess deep experience in handling high-value clients, managing end-to-end client interactions, and coordinating seamlessly between internal teams to ensure superior service. This role requires excellent communication, strong relationship-building capability, and a service-oriented mindset that aligns with the expectations of luxury clientele.

Key Responsibilities1. Client Relationship Management

• Serve as the primary point of contact for clients throughout the pre-sales, sales, project, and post-delivery lifecycle.
• Build, nurture, and maintain long-term relationships with high-end clients to ensure a premium service experience.
• Understand client needs, preferences, and expectations to deliver personalized service and solutions.

2. Client Onboarding & Documentation

• Manage client onboarding, registration, and documentation processes with accuracy and professionalism.
• Ensure all client data, project details, invoices, and communication records are updated and properly maintained.
• Maintain confidentiality and data integrity at all times.

3. Cross-Department Coordination

• Liaise with design, sales, procurement, installation, and delivery teams to ensure smooth execution of client requirements.
• Follow up on project timelines, delivery schedules, and after-sales support.
• Facilitate internal meetings or discussions to address client needs and expectations.

4. Communication & Follow-Ups

• Handle all client communication—calls, emails, messages, and in-person interactions—with clarity and courtesy.
• Track client interactions, maintain follow-up schedules, and ensure timely responses to client queries.
• Prepare weekly client updates, meeting notes, and communication summaries for management.

5. Issue Resolution & Escalation Handling

• Address client concerns, complaints, and feedback with professionalism and urgency.
• Identify potential service issues and resolve them proactively.
• Escalate unresolved matters to management while ensuring clients remain informed and supported.

6. CRM Systems & Reporting

• Maintain and update CRM databases with accurate client information, interaction history, and project progress.
• Generate regular CRM reports, client satisfaction insights, and service performance metrics.
• Support management with data-driven inputs to improve client experience and service processes.

Skills & Competencies

• Excellent verbal and written communication skills with a polished and professional demeanor.
• Strong interpersonal and relationship-building abilities, especially with high-value clients.
• Experience in luxury retail, design studios, or interior/lifestyle brands is mandatory.
• Proficiency in CRM software, MS Office (Excel, Word, PowerPoint), and digital communication tools.
• Strong coordination, organizational, and time management skills.
• Ability to handle pressure, manage multiple clients, and resolve issues efficiently.
• Problem-solving mindset with attention to detail and client-centric approach.
• Understanding of interior design, retail operations, and customer service processes is an added advantage.

Qualification Requirements

• Bachelor’s degree in Customer Relations, Business Administration, Marketing, or a related field.
• Professional certifications in customer relationship management (preferred).

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person