CRM Head-Textile(Dyeing & Printing)-Surat-6.6 LPA

Profile

CRM Head

Experience

8-12+ years in CRM, key account management or customer service Must be from the dyeing & printing field. Prior experience leading a CRM or customer service team Roles

Customer Relationship Strategy & Key Accounts

Own the CRM function and define the engagement strategy and service standards for domestic and export buyers Act as the senior point of contact for key accounts, buyers and agents, and build long-term relationships Maintain a complete, accurate customer database covering order history, preferences, credit terms and feedback Order Follow-up & Cross-Department Coordination

Coordinate with Sales, Merchandising, Production, QC, Dispatch and Accounts to meet quality and delivery commitments Track every order end-to-end and keep customers informed proactively on status, delays or changes Escalate customer risks, delays and conflicts to the MD with context and a recommended course of action Customer Retention, Complaints & Feedback

Handle complaints, claims and quality disputes, with root-cause analysis done with QC / Production and timely closure Run customer satisfaction reviews and turn the feedback into corrective and improvement actions Drive repeat business and retention, flag at-risk accounts early and win back lapsed customers Business Growth & Collections Support

Work with Sales to identify upsell, cross-sell and new-buyer opportunities from existing relationships Support enquiries, sampling, pricing and terms discussions to convert them into confirmed orders Coordinate with Accounts on payment follow-up and collection of customer outstanding CRM Systems, Reporting & Team Management

Implement, manage and continuously improve CRM tools, SOPs and data discipline Prepare regular MIS on customer-wise sales, outstanding, complaints, retention and pipeline Lead, train and monitor the CRM / customer service team, set KPIs and ensure accountability Qualification

Graduate / Postgraduate in Business Administration, Marketing, Management or a related field