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