Profile: CRM Head

Experience:

- 8-12+ years in CRM, key account management or customer service
- Must be from the dyeing & printing field.
- Prior experience leading a CRM or customer service team

Roles:

Customer Relationship Strategy & Key Accounts

- Own the CRM function and define the engagement strategy and service standards for domestic and export buyers
- Act as the senior point of contact for key accounts, buyers and agents, and build long-term relationships
- Maintain a complete, accurate customer database covering order history, preferences, credit terms and feedback

Order Follow-up & Cross-Department Coordination
- Coordinate with Sales, Merchandising, Production, QC, Dispatch and Accounts to meet quality and delivery commitments
- Track every order end-to-end and keep customers informed proactively on status, delays or changes
- Escalate customer risks, delays and conflicts to the MD with context and a recommended course of action

Customer Retention, Complaints & Feedback
- Handle complaints, claims and quality disputes, with root-cause analysis done with QC / Production and timely closure




- Run customer satisfaction reviews and turn the feedback into corrective and improvement actions
- Drive repeat business and retention, flag at-risk accounts early and win back lapsed customers

Business Growth & Collections Support
- Work with Sales to identify upsell, cross-sell and current-buyer opportunities from existing relationships
- Support enquiries, sampling, pricing and terms discussions to convert them into confirmed orders
- Coordinate with Accounts on payment follow-up and collection of customer outstanding

CRM Systems, Reporting & Team Management
- Implement, manage and continuously improve CRM tools, SOPs and data discipline
- Prepare regular MIS on customer-wise sales, outstanding, complaints, retention and pipeline
- Lead, train and monitor the CRM / customer service team, set KPIs and ensure accountability

Qualification:

- Graduate / Postgraduate in Business Administration, Marketing, Management or a related field

📌 CRM Head-Textile(Dyeing & Printing)-Surat-6.6 LPA
🏢 Rishi Jobs
📍 Surat