About the Company
MJ Global is one of the leading paper packaging companies in India operating across 4 manufacturing locations in Noida, Greater Noida, Dadri and Baddi (Himachal Pradesh). The company manufactures Printed Mono Cartons, Duplex Board Cartons, Rigid Boxes, Corrugated Cartons, Paper Bags, Cups, Buckets, Wrappers, Straws etc. The company is BRC & Sedex certified and supplies packaging across India to Pepsi, Coke, Orient Electric, Domino's, Dabur, Asian Paints, Amul, DS Group, KFC, Pizza Hut, Creambell, Mother Dairy etc. The company also exports packaging to Philippines, Nigeria, Thailand etc. Company URL: www.mjglobal.co.in Job Title: Head of Customer Relationship Management (CRM Head) Roles &

Responsibilities:
• Delivering revenue growth from existing clients through strong relationship management, on-time delivery of orders, adding new products, increasing share of business.
• Setting and ensuring achievement of quarterly revenue targets of the entire CRM team for each existing client.
• Keeping a track of and participating in client RFP's / tenders.
• Building a client wise strategic plan to increase revenue.
• Managing day-to-day reporting of 8 to 10 CRM team members
• Close coordination & follow up with Plant Production, Supply Chain, PPIC teams to ensure client orders get executed timely as per committed dates given to them.
• End to end ownership of all existing clients at all levels
- timely receiving of projections for RM planning, purchase order tracking, managing receivables and setting RM / FG stocking level of all clients.
• Planning fortnightly / monthly meetings with existing Tier-A clients to deepen the relationship and to understand client feedback.
• Prepares detailed SOPs for all key processes such as order punching on the ERP, projections for RM procurement, committing delivery date to customers, pre-informing customers in case of any change in delivery schedule etc.
• Conducting regular client surveys to understand feedback and to course correct.




• Owning the interface with Costing team and Key Account Managers.
• The CRM Head owns service standards, process discipline and team conduct, and is the single escalation point for the CRM executives.
• Feasibility and costing of new developments requested by the client
• Order booking and PPC coordination
• Complaint handling and credit notes
• New customer onboarding and credit limit
• Incremental sales from owned accounts: volume, new SKUs, rate revisions
• Closely working with costing team each time paper rates increase for cost pass through
• Publishing OTIF & NPS scores for each client.
• Enquiry-to-quote turnaround within SLA
• Owning the team culture and communication quality with clients
• Collections follow-up Key

Requirements:
Qualification: MBA Degree from a reputed college with undergraduate degree in commerce or science

Experience:
15+ years Tools: Excel, PowerPoint, ERP Mandatory

Skills:
• Strong written & verbal communication skills in English to handle both domestic & export clients.
• Strong with Excel to be able to analyze client projections, calculate OTIF scores, NPS scores etc.
• Leadership & team building skills.
• Past experience in a B2B manufacturing company as head of customer relationship management.
• Strong ability to multi-task and manage client urgencies & expectations.
• Excellent ability to follow up with both internal teams and also with client team members at all levels.
• Robust IQ & EQ to build deep relationships with clients.
• Ability to do what it takes to get things done and meet client commitments.
• Ability to Problem Solve, Negotiate and Persuade
- Reporting Structure: Reporting to Executive Director (Promoter)
- Office hours – 9.30 / 10 AM to 6.30 / 7 PM
- Work days – Monday to Saturday
- Working model –Work from office
- Job Location – Sector 59, Noida
- Personal Car is a must
- Candidate must be living in Noida / Greater Noida / Ghaziabad / East or South Delhi or must be willing to relocate to Noida. Salary Structure: Rs. 18 to 24 lacs per annum CRM He

📌 Head of Customer Relationship Management (Noida)
🏢 MJ Global
📍 Noida