Customer Relationship Manager (CRM) – Job Description

Position: Customer Relationship Manager (CRM)

Location: OMR – Chennai

Employment Type: Full-time

Work Mode: On-site

About the Role

We are looking for an experienced and result-oriented Customer Relationship Manager (CRM) to lead and manage our Customer Relationship and Presales team. The ideal candidate will be responsible for overseeing customer communication, initial meeting coordination, lead qualification, team performance, and customer experience throughout the sales and project journey.

The CRM will also be responsible for ensuring that CREs are effectively handling customer calls, conducting timely follow-ups, and aligning initial customer meetings with the relevant Sales/Design teams.

Key Responsibilities

Team Management & Performance

* Lead, mentor, and manage the Customer Relationship Executive (CRE) team to achieve customer satisfaction and business goals.

* Monitor the team's daily calling activities, follow-ups, productivity, and meeting conversions.

* Regularly review whether CREs are making calls effectively and aligning customer meetings on time.

* Track individual CRE performance and identify gaps in calling quality, follow-up, lead handling, and meeting conversions.

Initial Customer Calling & Meeting Alignment

* Personally handle or oversee initial customer calls to understand customer requirements, preferences, budget, timeline, and project scope.

* Ensure every qualified lead receives timely and professional first-level communication.

* Coordinate and align initial customer meetings with Sales, Design, and relevant stakeholders.

* Ensure CREs are following up with leads and converting customer interactions into scheduled meetings.

* Monitor the complete process from lead received → initial calling → lead qualification → meeting alignment → meeting completion.

* Review missed calls, delayed follow-ups, uncontacted leads, and pending meetings and take corrective action.

Interior Presales & Lead Qualification

* Understand and implement the **Interior Presales process**,



including lead engagement, requirement understanding, qualification, and meeting conversion.

* Train and guide CREs on how to identify and qualify potential interior design customers.

* Evaluate leads based on **project type, location, budget, requirement, timeline, decision-making status, and purchase intent**.

* Identify and prioritize **qualified/high-potential leads** and ensure timely handover to the Sales/Design team.

* Ensure proper questioning and requirement gathering during initial customer interactions.

* Improve lead-to-meeting conversion through structured calling, follow-up, and customer engagement processes.

* Coordinate with Sales and Design teams to ensure qualified leads are handed over with complete and accurate customer requirements.

Customer Relationship Management

* Develop and implement customer relationship strategies to enhance customer experience and retention.

* Ensure proper follow-up with customers at every stage of the customer lifecycle.

* Handle escalated customer concerns, complaints, and critical issues professionally and ensure timely resolution.

* Ensure all customer interactions are handled efficiently and in line with company standards.

* Coordinate with Sales, Design, Operations, and Service teams to ensure seamless customer communication and project execution.

* Monitor customer feedback, identify improvement areas, and implement corrective actions.

* Drive customer retention, referrals, and overall customer engagement initiatives.

Reporting & Process Management

* Maintain and analyze CRM data to track lead status, calling performance, meeting alignment, conversion, and customer insights.





* Prepare and present **daily/weekly/monthly MIS reports** covering calling, qualified leads, meetings aligned, meeting conversions, and team performance.

* Monitor CRM hygiene and ensure all customer interactions, follow-ups, and meeting updates are accurately recorded.

* Identify process gaps and implement improvements to increase **lead-to-meeting and meeting-to-conversion ratios**.

* Ensure adherence to defined CRM and Interior Presales processes.

Requirements

* Bachelor's degree in Business Administration, Marketing, Management, or any relevant discipline.

* **4–8 years of experience** in Customer Relationship Management, Customer Service, Client Servicing, Interior Presales, Inside Sales, or Team Management.

* Prior experience managing a team of CREs, Telecallers, Presales Executives, or Customer Relationship Executives is highly preferred.

* Experience in **interior design, home interiors, modular furniture, real estate, or a related customer-facing industry** will be an advantage.

* Strong understanding of **lead qualification, customer calling, presales, meeting conversion, and follow-up processes**.

* Solid leadership, coaching, and people management skills.

* Excellent communication, interpersonal, and stakeholder management abilities.

* Strong analytical and problem-solving skills.

* Ability to work in a fast-paced, customer-focused environment.

* Proficiency in CRM software, MS Office, and MIS reporting.

Key Skills

* Team Leadership & People Management

* Customer Relationship Management

* **Interior Presales**

* **Lead Qualification & Lead Prioritization**

* **Initial Customer Calling**

* **Meeting Alignment & Conversion**

* Customer Experience Management

* Escalation & Conflict Resolution

* Performance Management

* Calling & Follow-up Management

* Communication & Stakeholder Management

* Problem Solving & Decision Making

* CRM Software & MIS Reporting

* Process Improvement

* KPI & Performance Tracking

* Time Management

📌 Customer Relationship Management Manager (India)
🏢 Tint tone and shade
📍 India