Customer Relationship Manager

7 hours ago

Yamunanagar, India Haploos Plyboards Pvt Ltd Full time

Job Purpose:
To design, implement and manage customer relationship management (CRM) strategies that improve customer satisfaction, retention and support sales growth.

Key Responsibilities:

  • Develop CRM roadmap aligned with company goals.
  • Define customer segmentation and lifecycle stages.
  • Set and track CRM KPIs like retention rate, repeat purchase, customer satisfaction.
  • Implement and manage CRM software, ensure integration with sales, production, inventory and finance.
  • Maintain accurate customer data and purchase history.
  • Provide sales team with customer insights and tools for better conversions.
  • Work with marketing team for targeted campaigns and promotions.
  • Design customer onboarding and follow-up processes.
  • Manage customer feedback, complaints, returns and warranties.
  • Introduce loyalty or referral programs to increase repeat sales.
  • Generate reports and dashboards on CRM performance.
  • Forecast customer behavior and suggest action plans.
  • Coordinate with sales, production, logistics and finance teams.
  • Train internal teams on CRM practices.
  • Regularly update CEO and management on CRM outcomes.

Qualifications / Skills:

  • Graduate in Business, Marketing or related field (MBA preferred).
  • 2–5 years CRM experience in manufacturing or B2B environment.
  • Knowledge of CRM software (Zoho, Salesforce, MS Dynamics etc.).
  • Strong data analysis and reporting skills.
  • Good communication and coordination ability.
  • Customer-focused approach with problem-solving skills.
  • Project management ability to execute CRM initiatives.

Performance Indicators:

  • Higher customer retention and repeat sales.
  • Faster resolution of customer complaints.
  • Growth in sales via upselling and referrals.
  • Increased customer satisfaction (feedback scores).
  • Accuracy of CRM database.
  • ROI of marketing campaigns.

Job Type: Full-time

Pay: ₹25, ₹50,000.00 per month

Work Location: In person

Speak with the employer

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