JOB DESCRIPTION Job Title : Customer Relations Manager Function : Retail Department : Sales & CRM Location : Hyderabad Reporting to : Regional Sales Manager _____________________________________________________________________________ Job Summary: As a Customer Relationship Manager (CRM) your primary responsibility is to build and maintain strong relationships with customers to ensure their satisfaction and loyalty. You will play a crucial role in understanding customer needs, resolving any issues, and providing exceptional service throughout the entire customer journey. 1)Relationship Building: Develop and nurture relationships with new and existing customers. Understand customers' preferences, needs, and purchase patterns. Act as a trusted advisor to customers, offering guidance and suggestions on products and services. 2)Customer Service: Provide exceptional customer service by promptly responding to inquiries, concerns, and complaints. Ensure timely and accurate resolution of customer issues, coordinating with other departments as necessary. Handle escalated customer situations, demonstrating empathy and problem-solving skills. Proactively follow up with customers to ensure their satisfaction and address any outstanding concerns. 3)Customer Feedback and Data Analysis: Collect customer feedback and conduct surveys to gauge satisfaction levels. Analyze customer data and trends to identify areas for improvement in products and services. Provide feedback and suggestions to the management team to enhance the overall customer experience. 4)Industry Knowledge: Stay updated on the latest trends, developments, and competition within the industry. Attend industry events, conferences, and trade shows to network and expand knowledge. Critical Success Factor Excellent interpersonal and communication skills. Strong problem-solving and conflict resolution abilities. Detail-oriented with excellent organizational and time management skills. Proficiency in customer relationship management (CRM) software and Microsoft Office Suite Ability to work collaboratively in a team environment. Education & Experience Min Graduate / Bachelor's degree in business, marketing, or a related field (preferred). 1-4 Yrs of Proven experience in customer relationship management or a similar customer-facing role, preferably within the furniture industry / Retail /BPO
Role & responsibilities: 1. Client Relationship Management Build and maintain long-term relationships with HNIs, architects, interior designers, and corporate clients. Serve as the main point of contact for key clients from inquiry to post-delivery. Conduct regular follow-ups and check-ins to ensure customer satisfaction. 2. Lead Management & Conversion Qualify incoming leads from showrooms, websites, exhibitions, or referrals. Work closely with the sales/design team to convert leads into high-value orders. Track and nurture leads through the CRM system (Odoo). 3. Luxury Customer Experience Offer personalized service and experiences for each client (private showroom tours, design consultations, etc.). Handle complaints or service issues with discretion and a problem-solving mindset. Ensure every client interaction reflects the luxury brand's image and values. 4. Coordination & Communication Coordinate between clients, design teams, production, and logistics to ensure timely and accurate deliveries. Keep clients informed about order progress, installation schedules, and any changes. 5. Data Management & Reporting Maintain up-to-date client records, preferences, purchase history, and feedback. Generate reports on customer engagement, satisfaction, sales conversions, and repeat business. Analyze data to suggest improvements in service or product offerings. 6. Marketing & Brand Engagement Support VIP events, showroom launches, or exhibitions by inviting and managing key clients. Collect testimonials, case studies, or referrals from satisfied clients. Collaborate with marketing to personalize communications (e.g., birthday greetings, product recommendations). 7. After-Sales Service Ensure after-sales service such as warranty claims, re-installations, or part replacements are handled smoothly. Conduct satisfaction surveys post-installation to gather insights and improve future experiences.
Role & responsibilities : Sales Responsibilities Sales Strategy & Target Setting : Develop and implement annual sales plans aligned with business goals. Set and monitor KPIs for the sales team. Revenue Generation : Ensure achievement of monthly/quarterly/annual sales targets. Focus on high-ticket conversions typical in luxury segments. Client Relationship Management : Personally manage key accounts, VIP clients, and high-net-worth individuals (HNIs) to ensure premium service. Design Responsibilities Design Oversight : Collaborate with the design team to ensure offerings align with global luxury trends, client briefs, and brand aesthetics. Customization Excellence : Guide the team on delivering tailored, high-end modular solutions with attention to detail, material selection, and finishes. Client Design Reviews : Participate in client design presentations for critical projects, adding value through expertise and brand alignment. Innovation : Drive innovation in modular design offeringsintegrating technology, sustainability, and unique luxury features. Business Development (BD) Responsibilities: Market Expansion : Identify new markets for luxury modular offerings and plan entry strategies. Strategic Partnerships : Forge alliances with real estate developers, hospitality chains, architects, and interior designers. Competitor Analysis : Monitor market trends and competitors to keep offerings competitive and differentiated. Brand Positioning : Contribute to brand positioning strategies that elevate the company in the luxury space through exhibitions, digital presence, or collaborations. Client Acquisition Campaigns : Plan and execute BD initiatives (events, exhibitions, referrals) to build the client base.