Sales CRM Executive

**SALES CRM EXECUTIVE**

**Location
- Malad West, Mumbai**

As a CRM Executive at DRC, you will play a crucial role in building and maintaining strong relationships with our customers. Your primary responsibility will be to ensure a seamless customer experience throughout their journey with DRC. By leveraging your expertise in customer relationship management, you will contribute to our mission of providing unparalleled customer satisfaction and establishing long-term partnerships.

**Responsibilities**:

- Customer Relationship Management with less than 10% of Customer Escalations.(Month on Month)
- Nurture relationships with existing customers, ensuring their satisfaction and loyalty.
- Serve as a single point of contact for customer queries, concerns, and requests, and provide timely and accurate responses.
- 90% -100% Accuracy in Customer Data Management: Maintain accurate and up-to-date customer records, including contact information, communication history, and feedback. Utilize CRM software to manage customer data effectively.
- 80%-90% Complaint Resolution within TAT defined: Address customer complaints promptly and professionally, striving for swift resolution and customer satisfaction. Collaborate with cross
- functional teams to resolve complex issues and ensure a positive customer experience.
- 90% -100% Sales Data update increase sales volume with Cross Sell and Upsell by 20% : Collaborate with the sales team to provide support in managing customer accounts, tracking sales activities, and identifying upselling or cross-selling opportunities. Coordinate with internal stakeholders to fulfil customer requests efficiently.
- Customer Satisfaction to be increased by 20% month and month: Collect and analyse customer feedback to gain insights into customer preferences, satisfaction levels, and areas for improvement.
- Collaborate with the relevant teams to implement necessary changes and enhancements.
- Customer Communication: Plan and execute effective communication strategies to keep customers informed about new products, promotions, and company updates. Ensure consistency in messaging across different communication channels.
- Customer Engagement: Proactively engage with customers to understand their needs, preferences, and challenges. Identify opportunities to enhance customer experience and build customer loyalty through personalized interactions.
- Process Improvement: Continuously evaluate and refine CRM processes to optimize customer relationship management and enhance efficiency. Recommend and implement improvements to streamline workflows and enhance the overall customer experience.

**Qualifications and Experience**:

- Proven experience as a CRM Executive for minimum 3 years plus or similar customer
- Strong understanding of customer relationship management principles and best practices.
- Excellent interpersonal and communication skills, both verbal and written.
- Customer-centric mind-set with a passion for delivering exceptional service.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and other relevant tools.
- Join DRC Coats and be a part of our inspiring success story. As a CRM Executive, you will have the opportunity to play a pivotal role in enhancing customer relationships, driving customer satisfaction, and contributing to our growth.
- Experience: Between 3 to 5 Years

**Company Profile**:
**Salary**: ₹300,000.00 - ₹400,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

Supplemental pay types:

- Yearly bonus

Application Question(s):

- What is current CTC - Expected CTC and Joining Date?
- are you having experience of relevant industry as mentioned in advertisement?

**Education**:

- Bachelor's (preferred)

**Experience**:

- Business development: 3 years (preferred)

**Language**:

- English (preferred)

Ability to Commute:

- Mumbai, Maharashtra (preferred)