About the Role
We are looking for a CRM Executive who will be responsible for managing customer relationships from the first enquiry to post-sale follow-up.
The person will maintain the customer database, ensure timely follow-ups, coordinate with the sales team, track leads and enquiries, and help increase repeat purchases and customer retention.
The ideal candidate should be good with people, organised, comfortable with WhatsApp, Excel/Google Sheets and CRM software, and able to follow up consistently without losing track of customers.
Key Responsibilities1. Lead & Enquiry Management
- Maintain complete records of all customer enquiries and leads.
- Track leads received through Instagram, WhatsApp, website, phone calls, walk-ins and other channels.
- Ensure every enquiry receives timely follow-up.
- Maintain lead status such as New, Contacted, Interested, Follow-up, Converted and Lost.
- Follow up with customers who have shown interest but have not purchased.
2. Customer Relationship Management
- Maintain an updated customer database with customer details, purchase history and preferences.
- Regularly communicate with existing customers.
- Build relationships with high-value and repeat customers.
- Follow up after purchases to ensure customer satisfaction.
- Handle basic customer queries and coordinate with the relevant team for resolution.
3. Repeat Sales & Customer Retention
- Identify customers who are likely to purchase again.
- Inform customers about new collections, launches, offers, events and special products.
- Maintain a list of VIP/high-value customers.
- Conduct regular follow-ups with existing customers.
- Work towards increasing repeat purchases and customer lifetime value.
4. WhatsApp & Communication
- Manage customer communication through WhatsApp and other approved channels.
- Send personalised product/collection updates rather than only bulk messages.
- Maintain proper follow-up records for every customer.
- Coordinate with the sales team for customer-specific requirements.
5. CRM Data & MIS
- Keep CRM/customer data accurate and updated.
- Prepare daily and weekly reports covering:
- New leads
- Follow-ups pending
- Leads converted
- Lost leads
- Sales generated through CRM
- Repeat customers
- Customer complaints
- Identify leads that are being missed or not followed up properly.
- Maintain customer databases and ensure there are no duplicate or incomplete records.
6. Coordination With Sales Team
- Coordinate with sales staff to ensure customer enquiries are properly handled.
- Track enquiries assigned to different team members.
- Ensure pending follow-ups are completed on time.
- Escalate important/high-value customer enquiries to management.
7. Customer Feedback
- Collect feedback from customers after purchase.
- Maintain records of complaints and feedback.
- Identify recurring customer issues and communicate them to management.
- Help improve the overall customer experience.
KPIs / Performance Parameters
The CRM Executive will be evaluated on:
- Lead follow-up percentage
- Number of leads successfully followed up
- Lead-to-sale conversion
- Repeat customer sales
- Customer retention
- Number of inactive customers reactivated
- Response time to customer enquiries
- CRM/database accuracy
- Pending follow-ups
- Customer satisfaction
- Monthly revenue generated through CRM activities
Skills Required
- Good communication skills
- Good Hindi & English communication
- Strong follow-up skills
- Good customer-handling ability
- Basic to good Excel/Google Sheets
- Experience with CRM software preferred
- Comfortable using WhatsApp Business
- Good understanding of Instagram/online enquiries
- Strong organisational skills
- Ability to maintain confidential customer information
- Should be proactive and target-oriented
Preferred Experience
Experience in fashion, luxury retail, lifestyle, jewellery, real estate, hospitality or premium retail will be preferred.
Ideal Candidate
We are looking for someone who is:
Organised + Proactive + Good with Customers + Strong at Follow-ups + Data Driven
The person should not simply wait for customers to respond. They should actively identify who needs to be contacted, when they need to be contacted and what should be communicated to them.
Pay: ₹9,793.85 - ₹20,000.00 per month
Work Location: In person
