Head - CRM

Job Description

Key Responsibilities: Lead Management & Conversion: * Monitor daily inflow of leads from digital platforms, walk-ins, events, and referrals. * Implement effective *follow-up strategies* to nurture cold, warm, and hot leads. * Assign leads to the appropriate sales team and track progress until conversion. * Set clear KPIs for follow-up timelines and closure rates. * Maintain detailed lead journey reports using CRM software. Walk-in Generation Strategies: * Plan and execute targeted telecalling and WhatsApp marketing campaigns to boost footfall. * Strategize local-level initiatives (festive reminders, birthdays, anniversaries) to drive customer visits. * Identify lapsed customers and reactivation opportunities through personalized campaigns. * Coordinate with the marketing team to align CRM efforts with promotions and events. Sales Target Support & Alignment: * Work closely with Area Sales Managers and showroom teams to align CRM activities with monthly sales targets. * Share actionable insights from customer behavior and lead patterns to optimize store-level strategies. * Analyze CRM reports to identify gaps in conversion and suggest corrective actions. Customer Experience & Retention: * Ensure every customer receives timely service, follow-ups, and post-purchase engagement. * Oversee loyalty programs, referral tracking, and customer feedback loops. * Build long-term CRM workflows to nurture high-value and repeat customers. Reporting & Insights: * Generate weekly and monthly CRM dashboards showing lead sources, conversion %, response time, etc. * Provide performance reviews of CRM team (if applicable). * Share insights with leadership to support campaign planning and forecast sales trends. Required Skills: * Strong knowledge of CRM tools ( Zoho, Salesforce, or industry-specific CRM platforms). * Analytical skills to draw actionable insights from lead and sales data. * Ability to lead cross-functional collaboration between CRM, Sales & Marketing. * Excellent communication and interpersonal skills. * Highly organized and result-oriented. Job Types: Full-time, Permanent Pay: ₹30,000.00 - ₹50,000.00 per month Benefits: Health insurance Provident Fund Schedule: Day shift Supplemental Pay: Yearly bonus Work Location: In person