Company: Rathi Build Mart
Position: CRM Head (Customer Relationship Management)
Location: Raipur, Chhattisgarh
Employment Type: Full-Time
Industry: Building Materials / Bath Fittings / Tiles / Interior Solutions
Experience Required: Minimum 5–8 Years (Same industry preferred)
Salary: ₹30,000 – ₹45,000 per month (Based on experience and interview)
Job Summary
Rathi Build Mart is looking for an experienced CRM Head to lead and manage the Customer Relationship Management function. The ideal candidate will be responsible for ensuring excellent customer service, handling customer queries and complaints, maintaining long-term customer relationships, coordinating with internal departments, and improving overall customer satisfaction.
Key Responsibilities
- Develop and implement CRM strategies to improve customer retention and satisfaction.
- Lead and manage the CRM team to ensure prompt customer support.
- Handle customer complaints and ensure timely resolution.
- Maintain regular communication with customers throughout the sales and post-sales journey.
- Coordinate with Sales, Operations, Logistics, and Installation teams for seamless customer experience.
- Monitor customer feedback and identify areas for service improvement.
- Maintain accurate customer records in the CRM system.
- Track customer interactions and prepare MIS reports.
- Analyze customer satisfaction metrics and recommend process improvements.
- Ensure timely follow-up on pending customer issues.
- Build long-term relationships with key customers and business partners.
- Train and mentor CRM executives on customer service best practices.
- Ensure adherence to company policies and customer service standards.
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, or a related field (MBA preferred).
- Minimum 5–8 years of CRM or Customer Service experience.
- Experience in Bath Fittings, Sanitaryware, Tiles, Building Materials, Interior Design, or related industries is highly preferred.
- Strong leadership and team management skills.
- Excellent communication, negotiation, and problem-solving abilities.
- Proficiency in CRM software, Microsoft Excel, and MS Office.
- Ability to manage multiple customer issues efficiently.
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹25,000.00 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Health insurance
- Internet reimbursement
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
