Role Overview

The Officer will oversee Truecoat’s engagement with prospects, dealers, and painters through the CRM Call Centre, lead management, the Digital Painter Loyalty Token Programme, Painters Club activities, and Business WhatsApp. CREs will handle routine calling; the Officer will guide their work, monitor results, and ensure timely follow-up.

Key Responsibilities

· CRM and dealer engagement: Set calling priorities for CREs, review call quality and follow-up, track CRM-generated orders, and coordinate efforts to reactivate no-order and dormant dealers. Coach CREs and handle important customer escalations.

· Lead management: Record and verify incoming leads, assign them to the appropriate sales person, and track each lead through follow-up, conversion, or closure. Report delays, conversion rates, and reasons for lost leads.

· Painter loyalty: Implement and manage Painter Token Digitalization and the Painter Network through the existing mobile app and QR code system to drive secondary sales. Oversee painter enrolment, token scans, points, rewards, and redemptions; maintain accurate records and resolve programme issues.

· Painters Club and demand generation: Guide the programme team responsible for dealer and painter onboarding and painter engagement. Plan and execute painter incentive campaigns, monitor participation, and identify opportunities to increase secondary sales.

· Dealer coordination:



Work with the Sales Manager to secure dealer cooperation and integrate the loyalty programme across the dealer network.

· Business WhatsApp: Manage approved communications with dealers, painters, and prospects; monitor responses and ensure enquiries reach the right person and receive follow-up.

· Reporting: Maintain accurate CRM and loyalty data. Report on CRE performance, CRM-generated orders, dealer reactivation, leads, and painter engagement, highlighting issues that need management attention.

Candidate Profile

· Graduate in any discipline; MBA or PGDM in Marketing, Operations, or a related field preferred.

· 5–8 years’ relevant experience, including at least 2 years coordinating or supervising a customer-facing team.

· Experience in paints, building materials, FMCG, or another dealer-network business preferred.

· Good Malayalam and English communication skills, strong Excel and CRM skills, and sound judgement in customer handling.

Role scope: The Officer coordinates with field sales staff on leads and engagement. Market visits and field sales execution remain with the sales team.

Pay: ₹35,000.00 - ₹45,000.00 per month

Advantages:

- Cell phone reimbursement
- Paid sick time

Education:

- Master's (Preferred)

Experience:

- Microsoft Excel: 5 years (Required)
- CRM: 5 years (Required)
- Sales operations: 5 years (Preferred)
- Team management: 3 years (Preferred)
- Loyalty marketing: 3 years (Preferred)

Work Location: In person

📌 OFFICER CRM LOYALTY AND LEAD MANAGEMENT (Puthenkurish)
🏢 Truecoat Paints P
📍 Puthenkurish