CRM & ORM Executive

CRM & ORM Executive

Company: Manubhai Jewellers
Location: Borivali, Mumbai, Maharashtra
Job Type: Full-time, Permanent
Experience: 2–4 years preferred
Qualification: Any Graduate
Department: Acquisition
Reporting To: Head of Acquisition

About Manubhai Jewellers

Established in 1993, Manubhai Jewellers is a leading jewellery retailer in Mumbai, known for its extensive collection of jewellery and commitment to exceptional customer service. With stores in Borivali and Thane, the company continues to expand its presence and strengthen customer relationships.

Job Summary

Manubhai Jewellers is looking for a proactive, customer-focused CRM & ORM Executive to manage customer enquiries, maintain customer relationships, track leads, and oversee the brand’s online reputation across digital platforms.

The ideal candidate should have excellent communication skills, a strong customer-service mindset, and the ability to manage multiple enquiries, follow-ups, customer feedback, and online reviews efficiently. The role involves working closely with the acquisition, marketing, social media, and store teams to improve customer satisfaction, generate qualified leads, and drive store visits and conversions.

Key Responsibilities

1. Customer Enquiry Management

• Handle customer enquiries received through phone calls, WhatsApp, the company website, and other digital channels.
• Provide accurate information about jewellery collections, product availability, ongoing offers, schemes, store locations, and customer services.
• Understand customer requirements and convert relevant enquiries into qualified leads.

2. Customer Relationship Management (CRM)

• Maintain accurate customer records and enquiry details in the CRM system.
• Record enquiry sources, campaign details, customer preferences, follow-up activities, and lead status.
• Ensure timely follow-ups and maintain a consistent customer communication history.

3. Online Reputation Management (ORM)

• Monitor and respond to customer reviews, ratings, comments, and brand mentions across Google and other relevant digital platforms.
• Draft professional, courteous, and brand-aligned responses to positive and negative feedback.
• Identify recurring customer concerns and escalate sensitive complaints or potential reputation risks to the appropriate teams.

4. Lead Tracking and Follow-ups

• Track enquiries generated through various digital channels and marketing campaigns.
• Follow up with prospective customers and route qualified leads to the appropriate store or internal team.
• Coordinate with store teams to ensure smooth lead handovers and timely customer assistance.
• Track lead progress, pending enquiries, closures, and conversions.

5. Reporting and Analysis

• Prepare regular reports using Microsoft Excel and Google Sheets.
• Track enquiry volumes, lead sources, response times, follow-up status, customer feedback, online reviews, and lead conversions.
• Identify trends and share actionable insights to improve customer engagement and campaign performance.

6. Customer Feedback and Issue Resolution

• Record customer feedback, complaints, and service-related concerns across communication channels.
• Coordinate with relevant departments to resolve issues and follow up with customers where necessary.
• Maintain a professional, empathetic, and customer-first approach in all interactions.

7. Cross-functional Coordination

• Work closely with the Head of Acquisition, marketing, social media, CRM, and store teams.
• Support campaigns, promotional offers, festive initiatives, and jewellery events.
• Coordinate internally on product availability, customisation requests, made-to-order enquiries, and other customer requirements.

Required Skills and Qualifications

• Any graduate degree.
• 2–4 years of relevant experience in CRM, customer service, online reputation management, lead management, or a similar role is preferred.
• Excellent written and verbal communication skills.
• Working knowledge of Microsoft Excel and Google Sheets.
• Familiarity with CRM software and customer enquiry management systems is an advantage.
• Understanding of Google Reviews, WhatsApp communication, and digital customer engagement platforms.
• Strong organisational skills, attention to detail, and follow-up discipline.
• Ability to handle customer complaints professionally and manage multiple enquiries simultaneously.
• Good interpersonal skills and the ability to coordinate effectively with internal teams.
• A customer-centric attitude with a proactive approach to problem-solving.

Working Schedule

• Working Days: Monday to Sunday, with one weekly day off.
• Working Hours: 11:00 AM to 8:00 PM.
• Work Location: Borivali, Mumbai.

Salary and Benefits

• Competitive salary based on experience and company norms.
• Performance-based incentives or bonuses, as applicable.
• Health and wellness benefits.
• Professional development and career growth opportunities.
• Employee discounts on Manubhai Jewellers' jewellery products.
• Opportunity to work with an established and growing jewellery retail brand.

Who Should Apply?

Candidates with experience in customer relationship management, customer support, lead follow-ups, digital communication, or online review management who enjoy building customer relationships and improving customer experiences are encouraged to apply.

Interested candidates can apply through Indeed with their updated resume.

Pay: ₹35,000.00 - ₹40,000.00 per month

Work Location: In person