Job Description – CRM Executive / Manager – D2C Sales
Designation: CRM Executive / CRM Manager – D2C Sales
Department: Customer Relationship Management / Sales
Employment Type: Full-Time
Location: [Location]
Experience: 1–4 Years
Industry: Skincare / Wellness / Beauty / Healthcare / D2C
Job Summary
We are looking for a CRM professional responsible for managing D2C customer leads, follow-ups, sales conversions, and customer relationships. The candidate will be responsible for ensuring that leads are properly tracked and followed up until conversion, while maintaining strong customer engagement throughout the sales journey.
The ideal candidate should have strong communication, follow-up, customer-handling, and sales conversion skills, with experience in CRM, tele-sales, inside sales, D2C, e-commerce, skincare, wellness, beauty, or healthcare.
Key Responsibilities
- Manage and follow up on D2C leads and customer enquiries through calls, WhatsApp, CRM, and other communication channels.
- Take ownership of leads from initial enquiry through conversion and payment closure.
- Understand customer requirements and recommend relevant products/services.
- Conduct timely and consistent follow-ups to maximize lead-to-sale conversion.
- Handle customer objections, queries, and concerns effectively to close sales.
- Maintain accurate and updated lead/customer information in the CRM system.
- Ensure no qualified lead is missed due to delayed or incomplete follow-up.
- Categorize and prioritize leads based on customer interest and buying intent.
- Track pending, converted, lost, and follow-up leads.
- Re-engage old, inactive, and previously lost leads to generate additional conversions.
- Maintain regular communication with existing customers to encourage repeat purchases and retention.
- Monitor individual sales and conversion performance against assigned targets.
- Coordinate with the sales, marketing, operations, and customer support teams for smooth customer handling.
- Prepare daily, weekly, and monthly CRM and sales performance reports.
- Analyze CRM data to identify conversion gaps, lead leakage, and follow-up opportunities.
- Ensure proper documentation of every customer interaction and sales activity.
- Suggest improvements in the CRM process to increase customer engagement and sales conversion.
Key Performance Indicators (KPIs)
- Lead-to-sale conversion rate
- Monthly sales/revenue generated
- Number of successful conversions
- Follow-up completion rate
- Lead response time
- Pending lead reduction
- Lost lead recovery/conversion
- Repeat customer conversion
- Customer retention
- Revenue per lead
- CRM data accuracy
- Target achievement
Required Skills
- Excellent communication and interpersonal skills.
- Strong sales conversion and closing ability.
- Excellent follow-up and customer relationship management skills.
- Ability to handle customer objections and negotiate effectively.
- Good knowledge of CRM/lead management systems.
- Strong organizational and data-management skills.
- Customer-centric and target-oriented approach.
- Ability to manage a high volume of leads and follow-ups.
- Good analytical skills to understand sales and conversion data.
- Ability to work independently as well as with a sales team.
Preferred Experience
- Experience in CRM, D2C sales, inside sales, tele-sales, customer relationship management, or lead conversion.
- Experience in skincare, wellness, beauty, healthcare, FMCG, e-commerce, or other consumer-focused industries will be preferred.
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Pay: ₹30,000.00 - ₹40,000.00 per month
Work Location: In person
