CRM Manager

JD 1 — CRM Manager

Level: L4Reports to: Director / ProprietorLocation: [Office Location]Employment: Full-time, On-rollTeam: 5 CRM Calling Executives

Role Summary

Own client relationship management for Pranav Creations and lead the five-member CRM calling team. Ensure regular client engagement, timely lead follow-up, accurate CRM records and smooth coordination with In-Store and Inside Sales teams.

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.

Interested candidates are requested to email their updated resume to hr@pranavcreations.com for consideration.

Pay

₹30,000.00 - ₹51,779.08 per month

Work Location

In person