Customer Relationship Management (CRM) - HEAD at Decomax… · Noida

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) - HEAD
Location: Sector 67, Noida
Experience: 5-10 Years (Prior experience in Fabric sector is strongly preferred)
Employment Type: Full-Time

Role Purpose

The Head CRM will be responsible for developing and managing the organization's overall customer relationship strategy. The role will ensure strong customer engagement, satisfaction, timely resolution of customer concerns, and effective coordination between customers, sales, marketing & dispatch.

The position will also be responsible for establishing structured CRM processes, monitoring customer interactions, maintaining accurate customer data, and ensuring that the CRM system is effectively utilized across the organization.

Key Responsibilities

1. Customer Relationship Management

• Develop and implement a structured customer relationship management strategy.
• Build and maintain strong relationships with key customers and important accounts.
• Ensure regular customer interaction and follow-up through the CRM team.
• Understand customer requirements, expectations, concerns, and business needs.
• Monitor customer satisfaction and take corrective actions wherever required.
• Develop initiatives for repeat business, and long-term relationships.

2. CRM Team Management

• Lead, manage, train, and motivate the CRM team.
• Define responsibilities, targets, KPIs, and performance standards for CRM executives.
• Conduct regular performance reviews and team meetings.
• Ensure professional and courteous communication with customers.
• Develop a customer-centric culture within the CRM department.

3. Customer Complaints & Issue Resolution

• Establish a systematic process for registering, tracking, and resolving customer complaints.
• Monitor complaints and ensure timely closure within defined TAT.
• Coordinate with Marketing, Sales, Dispatch and other departments for resolution.
• Escalate critical or unresolved issues to senior management.
• Analyze recurring complaints and recommend preventive measures.

4. Sales & Customer Coordination

• Act as an important coordination point between customers and the Sales Team.
• Ensure proper follow-up on quotations, orders, samples, deliveries, payments, and other customer requirements.
• Track customer commitments and ensure timely communication.
• Support the Sales Team in improving customer experience and retention.
• Identify opportunities for repeat orders, cross-selling, and up-selling.

5. Management Coordination

• Provide management with regular insights into customer expectations and market feedback.
• Highlight critical customer relationships requiring management intervention.
• Participate in management meetings relating to customer experience, sales, service, and retention.
• Assist management in developing customer-centric policies and strategies.

Required Skills & Competencies

• Excellent communication and interpersonal skills
• Strong customer relationship management skills
• Leadership and team management ability
• Strong problem-solving and decision-making skills
• Ability to handle difficult and demanding customers professionally
• Strong coordination and follow-up skills
• Data-driven approach to customer management
• Good knowledge of CRM software and systems
• Strong MIS and reporting capabilities
• Ability to work cross-functionally with Sales, Marketing , Dispatch, and Management
• Excellent negotiation and conflict-resolution skills
• Professional written and verbal communication

Educational Qualification

• Graduate in any discipline;
• 5-10 years of relevant experience in CRM, Customer Service, Sales Coordination, Key Account Management, or Customer Experience.
• Experience in Textile / Fabric Industry will be strongly preferred.