Customer Relationship Management Specialist

About the Role

CRM Specialist

The ideal candidate has strong communication skills, understands influencer campaign workflows, and can manage multiple accounts with precision and ownership.

Account Managers, Campaign Managers, Planning, and the Sales teams

Key Responsibilities

1. Client Relationship Management

• Serve as the primary point of contact for client queries, updates, and follow-ups.
• Build long-term relationships with clients by understanding their needs and delivering timely solutions.
• Ensure regular check-ins and maintain high client satisfaction scores.

2. Campaign Coordination & Support

• Collaborate with internal teams (Planning, Pricing, Campaign Management) to ensure client requirements are met.
• Share creator recommendations, campaign timelines, and deliverable updates with clients.
• Collect briefs, approvals, and feedback and ensure smooth flow of communication.

3. Data & Reporting

• Maintain detailed tracking documents for campaigns, client updates, and project statuses.
• Prepare weekly and monthly client performance reports.
• Track retention, repeat business, and client engagement metrics.

4. Issue Resolution & Escalation Handling

• Address client concerns promptly and coordinate with internal stakeholders for quick resolution.
• Flag potential risks in delivery timelines or performance proactively.

5. CRM System Management

• Manage CRM tools, update client records, and ensure accurate data entry.
• Track leads, client interactions, and campaign histories.
• Generate dashboards and insights for management review.

6. Process Excellence

• Maintain high standards of internal documentation.
• Contribute to creating SOPs for client communication and feedback processes.
• Ensure client expectations are aligned at all stages of the campaign lifecycle.

Requirements

• 1–3 years of experience in CRM, client servicing, or account coordination roles.
• Experience in influencer marketing or digital agencies is a strong plus.
• Excellent verbal and written communication skills.
• Strong organisational and multitasking abilities.
• Familiarity with CRM tools and dashboards (HubSpot, Zoho, Notion, etc.) is preferred.
• Ability to work in a fast-paced environment with attention to detail.