Customer Relationship Manager (CRM)

Position Details

Position

CRM Executive

Location

Defence Colony, Delhi

Experience

0–2 Years

Employment Type

Full-Time

Industry

Food \& Beverage / Restaurant

Job Overview

Marcadors is looking for a CRM Executive for one of our esteemed clients in the F and B sector who will be responsible for managing customer relationships, maintaining customer data, handling queries and feedback, and supporting customer retention activities.

The ideal candidate should have good communication skills, a customer-focused approach, basic computer knowledge, and the ability to manage customer information accurately.

Key Responsibilities

• Manage customer interactions through calls, WhatsApp, social media, and other communication channels.
• Maintain and regularly update customer databases and records.
• Handle customer queries, feedback, complaints, and service-related concerns professionally.
• Follow up with existing customers to improve engagement and retention.
• Maintain records of customer preferences, orders, feedback, and interactions.
• Coordinate with the restaurant/service team to resolve customer concerns.
• Assist in managing customer feedback and reviews across relevant platforms.
• Inform customers about offers, promotions, new menu items, and special campaigns.
• Conduct follow-ups with customers after orders or visits to collect feedback.
• Identify regular and potential customers and support relationship-building activities.
• Prepare basic daily/weekly reports related to customer interactions and feedback.
• Support customer retention and repeat-order initiatives.
• Use CRM/customer management tools and restaurant POS systems as required.
• Ensure all customer information is handled accurately and professionally.

Required Skills \& Qualifications

Experience \& Knowledge

• 0–2 years of experience in CRM, customer service, telecalling, hospitality, retail, or a similar role.
• Freshers with strong communication skills may also be considered.
• Basic knowledge of MS Excel/Google Sheets and computer applications.
• Experience with CRM software or POS systems will be an added advantage.
• Prior experience in the restaurant/F\&B industry will be preferred.

Soft Skills

• Excellent verbal and written communication skills.
• Customer-focused and service-oriented approach.
• Pleasant and professional personality.
• Good follow-up and relationship-management skills.
• Ability to handle customer complaints calmly.
• Strong attention to detail while maintaining customer records.
• Ability to multitask and work in a fast-paced environment.
• Positive attitude and willingness to learn.
• Good teamwork and coordination skills.

Key Performance Areas (KPAs)

• Customer satisfaction and response quality.
• Accuracy and timely updating of customer records.
• Customer follow-up and retention.
• Resolution of customer queries and complaints.
• Repeat customer engagement.
• Timely reporting and database management.

Why Join?

• Opportunity to work with a growing tandoori food brand.
• Professional and supportive work environment.
• Opportunity to develop skills in CRM and customer relationship management.
• Career growth opportunities in the hospitality and F\&B industry.

Work Location

In person