Job Description

Position: Customer Relationship Manager (CRM) Custom Cake Department

Job Summary

The Customer Relationship Manager (CRM) Custom Cake Department is responsible for managing end-to-end customer interactions for customized cake orders, ensuring a seamless and delightful customer experience from inquiry to delivery. The role involves understanding customer requirements, coordinating with design and production teams, maintaining timely communication, ensuring order accuracy, resolving customer concerns, and driving customer satisfaction. The CRM plays a critical role in delivering personalized experiences while achieving sales targets and maintaining the company's service standards.

Key Responsibilities

Customer Relationship Management

- Handle customer inquiries across all communication channels including phone calls, WhatsApp, email, website, and social media.
- Understand customer requirements for customized cakes, including occasion, theme, design, flavor, size, budget, and delivery preferences.
- Build strong relationships with customers by providing professional consultation and personalized recommendations and after sales service.
- Ensure prompt responses to customer queries and maintain excellent service throughout the order lifecycle.
- Ensure to maintain proper database of customer data set.

Order Management

- Create and process customized cake orders accurately in the order management system.
- Verify all order specifications before confirming production.
- Coordinate order confirmations, payment collection, and advance bookings.
- Ensure all customer instructions are documented clearly to avoid production errors.
- Track orders from confirmation until successful delivery or pickup.

Coordination with Production Team

- Coordinate closely with cake designers, chefs, and production teams to ensure customer requirements are fully understood.
- Communicate design references, special requests, dietary requirements, and delivery timelines accurately.




- Follow up on production status and proactively update customers regarding progress.
- Ensure timely escalation of production challenges that may impact customer commitments.

Customer Experience & Service Excellence

- Deliver an exceptional customer experience through proactive communication and timely updates.
- Handle customer complaints professionally and resolve issues within defined timelines.
- Manage modifications, cancellations, and urgent requests while minimizing operational disruptions.
- Conduct post-delivery follow-ups to gather customer feedback and improve service quality.

Sales & Revenue Generation

- Achieve monthly sales targets for customized cake orders.
- Upsell complementary products such as candles, toppers, greeting cards, flowers, chocolates, gift hampers, and party accessories.
- Promote premium customization options and seasonal offerings.
- Encourage repeat business through relationship building and personalized customer engagement.

Documentation & Reporting

- Maintain accurate customer records and order history.
- Prepare daily reports on inquiries, confirmed orders, pending quotations, cancellations, and customer feedback.
- Monitor order completion rates and ensure documentation is complete.
- Maintain confidentiality of customer information and business data.

Quality Assurance

- Verify that completed cakes match customer-approved specifications before dispatch.
- Ensure customer expectations regarding design, flavor, packaging, and presentation are fulfilled.
- Coordinate immediate corrective action in case of quality deviations.





Team Coordination

- Work collaboratively with sales, production, logistics, and store teams.
- Support team members during festive seasons and periods of high order volume.
- Share customer insights to improve operational efficiency and service delivery.
- Participate in departmental meetings and process improvement initiatives.

Key Skills & Competencies

- Excellent Customer Service and Relationship Management
- Robust Communication and Interpersonal Skills
- Sales and Upselling Ability
- Order Management and Attention to Detail
- Problem Solving and Conflict Resolution
- Time Management and Multitasking
- Strong Coordination and Follow-up Skills
- Ability to Handle High-Pressure Situations
- Basic Knowledge of Customized Cakes, Baking Products, and Celebration Trends
- Proficiency in CRM Software, POS Systems, Microsoft Excel, and Google Workspace

Qualifications & Experience

- Graduate in any discipline; Hospitality, Hotel Management, Business Administration, or Marketing preferred.
- 12 years of experience in customer relationship management, sales, bakery operations, hospitality, or food service.
- Experience handling customized cake orders, premium retail customers, or luxury hospitality clients will be an added advantage.
- Strong verbal and written communication skills in English and Hindi.
- Familiarity with WhatsApp Business, CRM software, and order management systems is preferred.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT) Score
- Customer Response Time
- Order Accuracy Rate
- On-Time Order Confirmation and Coordination
- Monthly Custom Cake Sales Achievement
- Upselling and Cross-Selling Revenue
- Customer Retention and Repeat Order Percentage
- Complaint Resolution Time
- Customer Feedback and Online Reviews
- Order Fulfilment Accuracy
- Documentation and CRM Data Accuracy
- Team Coordination and Operational Efficiency

📌 Customer Relationship Manager (New Delhi)
🏢 Zorro Foods
📍 New Delhi