Customer Relationship Manager (CRM)-HNI Clientele-Manufacturing Plant (Female Only)

We are seeking an experienced and client-focused CRM Manager for HNI clients to manage, enhance, and grow our relationships with high net-worth individuals. As the CRM Manager at our furniture manufacturing plant, you'll oversee the end-to-end customer relationship process—from initial inquiry through to delivery, installation, after-sales support, and warranty/service issues. This role blends CRM strategy, project coordination, and client services. You’ll play a strategic and operational role, ensuring seamless coordination across sales, production, logistics, and installation to maximize client satisfaction and retention & collaborating across teams to deliver seamless service to our premium clientele.

Key Responsibilities:

1. Client Relationship Management

· Serve as the Primary Point of Contact for HNI clients throughout their purchase journey—from Inspection, customization if any, dispatch and post-delivery follow-ups ensuring a high standard of service and client satisfaction.

· Manage inspection, snag-list resolution, and final acceptance processes to ensure flawless handover.

· Build and nurture trust-based relationships by offering bespoke service and anticipating client needs through personalized engagement strategies.

· Manage client feedback, queries, and requests with a premium, polished approach.

· Utilize CRM software to segment clients, track interactions, monitor performance metrics, and automate communications.

· Develop and implement CRM strategies to enhance client loyalty, cross-selling, and up-selling opportunities.

· Collect client feedback post-delivery to guide continuous service improvement.

2. CRM Systems & Reporting

· Maintain up-to-date client profiles, preferences, and interaction history in the CRM system.

· Generate insights-driven reports mapping client status, delivery milestones, pending actions, and service metrics.

· Analyze client behavior and feedback to reduce churn and increase retention rates by ensuring a smooth and premium experience.

· Generate regular reports for senior management on client engagement and campaign performance

3. Cross-Functional Coordination

· Liaise with design, production, logistics, quality, and finance teams to align on order requirements, customization timelines, and delivery schedules.

· Coordinate with marketing and product teams to ensure relevant offerings and messaging.

· Ensure seamless execution from custom design commissions to final handover.

4. Personalized Client Engagement

· Organize exclusive client events, showroom visits, factory tours, or curated previews of upcoming collections to enhance brand affinity

· Collaborate on gifting strategies and personalized outreach aligned with brand values.

5. Strategic Insights & Growth

· Analyze trends in HNI behavior and market demands to identify upselling or cross-selling opportunities.

· Provide strategic inputs to product and service development aligned to luxury customer expectations.

6. Compliance with Confidentiality

· Ensure all client interactions and data handling are compliant with company policies and applicable regulations.

· Maintain strict confidentiality of client information.

Key Requirements:

• Bachelor's degree in Business, Marketing or related field; MBA preferred.
• 5–8 years of experience in CRM, relationship management, or client servicing, preferably in furniture manufacturing or luxury sectors.
• Proven experience managing high-value client portfolios.
• Strong knowledge of CRM platforms
• Excellent communication, interpersonal, and problem-solving skills.
• High level of professionalism, discretion, and customer-centric mindset.
• Ability to analyze data, generate insights, and create action plans.

Preferred Skills:

• Understanding of HNI client behavior, needs, and lifestyle.
• Experience in personalized marketing and luxury client servicing.
• Multilingual abilities (preferred, depending on region/clientele).
• Experience with automation and digital CRM tools.

Job Types: Full-time, Permanent

Pay: ₹50,000.00 - ₹100,000.00 per month

Work Location: In person