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, current 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 [email protected] for consideration.

Pay: ₹30,000.00 - ₹51,779.08 per month

Work Location: In person

📌 CRM Manager (India)
🏢 Pranav Creations
📍 India