Customer Relationship Manager (CRM) - Retail || Ethnic Wear || Apparel

Profile: CRM Manager

Level: L4

Location: Naraina, Delhi

Employment: Full-time, On-roll

Key Responsibilities

Daily CRM Desk Management

● Divide the client base into five portfolios and allocate daily calling lists to each executive.

● Assign new leads promptly and monitor their first-contact status.

● Conduct a brief daily team meeting covering client coverage, new leads, arrivals, schemes

and upcoming client occasions.

● Monitor calling progress and redistribute workloads when required.

● Review selected calls and coach executives on communication, personalisation and accurate documentation.

● Ensure interested clients are promptly connected with the appropriate sales team.

Client Relationship Management

● Ensure regular engagement with the assigned client base.

● Manage hard-to-reach clients through alternate calling times and suitable communication channels.

● Monitor client feedback, complaints, preferences and opt-outs.

● Share recurring client feedback and service-related observations with the sales teams and Director.

Coordination with Sales Teams

● Establish clear hand-off processes with In-Store and Inside Sales teams.

● Define the information required when transferring an interested client.

● Resolve routing issues and unattended client hand-offs promptly.

● Maintain smooth coordination between CRM and sales teams.

CRM Data & Client Records

● Ensure client records remain complete, accurate and updated.

● Maintain client preferences, purchase history, occasions, last contact and next follow-up

details.

● Ensure client communication follows applicable consent and opt-out requirements.

● Maintain accurate calling, lead and hand-off records.

● Share regular CRM activity and client coverage reports with the Director.

Team Management

● Prepare the weekly calling roster and ensure adequate desk coverage.

● Coach CRM executives regularly on communication, client handling and CRM usage.

● Conduct periodic performance discussions and provide constructive feedback.

● Support hiring, onboarding, training and retention of CRM team members.

Qualifications & Experience

● Graduate in any discipline; MBA preferred.

● 5–8 years of experience in client relationship management, customer experience, retention or outbound calling.

● Minimum 2 years of team-handling experience.

● Hands-on experience with CRM and dialler systems, including list allocation, call dispositions, monitoring and reporting.

● Experience in retail, ethnic wear, apparel, lifestyle or wholesale businesses will be preferred.

Skills

● Strong client relationship and team-management skills.

● Good planning, coordination and follow-up abilities.

● Strong understanding of CRM processes and customer communication.

● Working knowledge of consent, DND and applicable data-protection requirements.

● Good command of Excel / Google Sheets and CRM reporting.

● Excellent communication skills in English and Hindi.

Suitable candidates can share your updated resume at ashwani@grayindiagi.com

Application Question(s):

• How many years of experience do you have in CRM?
• How many team members have you managed directly?
• Do you have experience in Retail/ Lifestyle/Apparel/Wholesale Business?
• Current CTC?
• Notice Period?

Work Location: In person