Company Description

MadSign Media is a creative growth partner focused on luxury jewelry, D2C, and high-growth Indian brands. The company integrates brand, performance, AI, and content into a single, accountable system designed to drive measurable business results. By combining strategic creativity with data-driven execution, MadSign Media helps clients achieve sustainable, compounding growth.

Team members collaborate closely with ambitious brands, working on high-impact initiatives in a fast-evolving digital landscape.

Role Description The Customer Relationship Management Specialist will manage and optimize customer interactions across multiple touchpoints, ensuring a consistent and high-quality experience. This full-time, on-site role in the Kolkata metropolitan area involves maintaining and updating CRM systems, monitoring customer data, segmenting audiences, and generating insights to support marketing and sales strategies. Day-to-day responsibilities include tracking customer engagement, coordinating with sales and account teams, responding to customer inquiries, and supporting campaigns that improve retention and loyalty.

The specialist will also collaborate with internal stakeholders to streamline processes, enhance customer satisfaction, and report on key CRM metrics to leadership.

About the Role

Our client is a premium gourmet food and hospitality brand looking for a CRM Specialist who can own the complete customer journey, from the first enquiry to confirmed order and repeat purchase.

This role combines CRM, direct sales, customer conversion, social media, corporate gifting and brand outreach.

The ideal candidate should be equally comfortable speaking to customers, closing orders, managing social media conversations and building partnerships that generate business.

Key Responsibilities

- CRM & Direct Sales
- Own front-end customer communication and sales conversion across B2C and B2B channels.
- Respond promptly to enquiries through WhatsApp, phone, social media and other customer touchpoints.
- Prepare quotations, follow up on open enquiries and convert prospects into confirmed orders.
- Manage the complete customer journey from enquiry and quotation to order confirmation, invoicing and post-sale communication.
- Maintain accurate CRM records, communication history, customer information and order status.
- Build and maintain a structured pipeline of prospects, open quotations and repeat customers.
- Drive growth in direct orders, with a strong focus on improving conversion and repeat business.
- Corporate, Bulk & Festive Gifting
- Handle corporate orders, bulk requirements and festive gifting enquiries from enquiry to fulfilment coordination.




- Develop relationships with corporate clients, event organisers and repeat buyers.
- Identify opportunities for recurring corporate and institutional orders.
- Build a pipeline for festive campaigns and high-value gifting opportunities.
- Follow up with existing customers to generate repeat and referral business.
- Social Media & Community Management
- Own the brand's social media accounts and day-to-day customer-facing communication.
- Maintain and execute a structured social media content calendar.
- Coordinate regular posts, campaigns, promotional content and customer engagement.
- Monitor comments, direct messages and enquiries and ensure timely responses.
- Brief and coordinate with the graphic designer for social media creatives.
- Ensure all communication and creative output consistently reflects a premium, aspirational brand image.
- Track social media performance and identify content that contributes to engagement, enquiries and conversions.
- Outreach & Partnerships
- Drive outreach for collaborations, corporate tie-ups, events, influencers and relevant PR opportunities.
- Identify potential partners and maintain an active outreach pipeline.
- Develop relationships with event organisers, corporate decision-makers, influencers and relevant communities.
- Coordinate promotional campaigns around festive periods and key business occasions.
- Explore opportunities to increase brand visibility and generate qualified leads through partnerships.
- Aggregator & Promotional Content
- Own promotional content, offers and customer-facing communication across aggregator listings.
- Coordinate with Operations to ensure promotional campaigns remain aligned with product availability and operational feasibility.
- Maintain consistency of brand messaging across digital customer touchpoints.
- Reporting & Performance Tracking
- Submit a daily end-of-day report covering:
- Total enquiries
- Follow-ups completed
- Quotations issued
- Orders converted
- Direct order value
- Pending opportunities
- Prepare a weekly performance overview covering:
- Social media reach
- Engagement
- Enquiries generated
- Conversion performance
- Campaign performance
- Outreach and partnership activity
- Identify gaps in the customer funnel and recommend actions to improve conversion.

Systems & Trackers Owned The CRM Specialist will be directly responsible for maintaining:




- CRM and customer database
- Direct order and conversion tracker
- Enquiry and quotation pipeline
- Social media content calendar
- Corporate and gifting pipeline
- Outreach and collaboration pipeline
- Campaign performance tracker
- Customer communication records

Candidate Profile

Required Experience

- 2-4 years of experience in CRM, customer success, inside sales, digital marketing, social media, hospitality, F&B;, D2C or a similar customer-facing role.
- Experience handling customer enquiries and converting leads into sales.
- Strong understanding of CRM and sales pipeline management.
- Hands-on experience managing social media accounts and customer communities.
- Strong written and verbal communication skills.
- Comfortable working with Excel/Google Sheets and CRM tools.
- Ability to manage multiple conversations, follow-ups and priorities simultaneously.

Preferred Experience

Experience in any of the following will be an advantage:
- Premium F&B;, gourmet food or hospitality
- D2C brands
- Corporate gifting
- Events and partnerships
- Influencer or brand collaborations
- Instagram/WhatsApp-led sales
- Premium consumer brands

What We Are Looking For The ideal candidate is someone with a 2-4 years of experience who can communicate, organise and build.

This is not a back-office CRM role. The position requires someone who is comfortable picking up the phone, speaking with customers, following up persistently, closing orders, responding to social media conversations and proactively finding new opportunities.

A strong candidate should have:

- A sales and conversion mindset
- Excellent customer communication skills
- Strong follow-up discipline
- Ownership of targets and outcomes
- Good understanding of social media and digital communication
- Strong attention to detail
- Ability to work independently
- A premium brand sensibility
- Commercial understanding and initiative

Key Performance Indicators

Performance will primarily be measured through:
- Enquiry-to-order conversion
- Direct order revenue
- Number and value of repeat orders
- Corporate and gifting revenue
- Follow-up completion rate
- CRM data accuracy
- Social media engagement and enquiry generation
- Outreach and partnership pipeline
- Campaign performance

Why Join

This role offers an chance to work closely with the leadership team of a growing premium consumer brand and directly influence revenue, customer relationships and brand growth.

The role has significant ownership across CRM, sales, social media and business development, making it ideal for someone who wants to grow beyond a traditional CRM or customer service position.

📌 Customer Relationship Management Specialist (Kolkata)
🏢 MadSign Media
📍 Kolkata