Crm Executive

Position: Senior CRM Executive

Department: Sales & Marketing

Reporting To: Sales Head / Managing Director

Job Summary

The Senior CRM Executive will be responsible for managing Customer Relationship Management(CRM), Sales Operations, Customer Communication, Sales Performance Analysis, Branding Coordination, Business Development Support, and Customer Retention initiatives. The role acts as a bridge between Customers, Sales, Production, Planning, Quality, Dispatch, Accounts, and Branding teams to ensure seamless coordination, timely communication, and business growth.

Key Responsibilities

1. Customer Relationship Management

• Build and maintain strong relationships with customers through phone, email, WhatsApp,and online meetings.

• Handle customer enquiries, quotations, sample requests, complaints, feedback, and after-sales support.

• Ensure timely communication and customer satisfaction to strengthen long-term business relationships.

2. Sales Operations & Coordination

• Coordinate with Sales, Production, Planning, Quality, Purchase, Dispatch, and Accounts

departments to ensure timely execution of customer requirements.

• Monitor order status, production schedules, dispatch timelines, and customer commitments.

• Ensure prompt resolution of customer issues through effective cross-functional coordination.

3. CRM & MIS Management

• Maintain accurate customer data in CRM software.

• Prepare daily, weekly, and monthly MIS reports, dashboards, sales trackers, enquirytrackers, quotation reports, order reports, and management presentations.

• Maintain customer visit reports and sales activity records.

4. Sales Performance Monitoring

• Monitor the performance of Sales Executives, Area Sales Managers, Regional Sales Managers, and distributors against assigned targets.

• Track customer visits, enquiries, quotations, order conversion ratios, and sales achievements.

• Provide performance analysis and recommendations to improve sales effectiveness.

5. Customer Performance Analysis

• Analyse customer purchasing trends, order frequency, revenue contribution, payment

behaviour, and business potential.

• Identify high-value, inactive, and potential customers.

• Recommend customer retention strategies and business growth opportunities.

6. Branding & Promotional Activities

• Coordinate branding and marketing activities with internal teams and external agencies.

• Manage promotional materials such as brochures, catalogues, product samples, display

materials, gifts, banners, and marketing kits.

• Maintain promotional item inventory and ensure timely distribution to sales teams, dealers,

distributors, exhibitions, and customers.

• Support product launches and promotional campaigns.

7. Digital Communication

• Manage bulk email campaigns and WhatsApp communication for customers, dealers, and

distributors.

• Coordinate social media promotional activities with the Branding/Marketing team.

• Ensure timely communication regarding new products, promotional offers, exhibitions, and

company updates.

8. International Business Support

• Handle communication with international customers and prospects.

• Support export and international business development through enquiries, quotations,

documentation, follow-ups, and customer coordination.

• Assist in identifying and developing new international business opportunities.

9. Lead Generation & Business Development

• Generate and qualify leads through Trade India, IndiaMART, company website, exhibitions, and digital platforms.

• Support new customer acquisition through timely follow-ups and documentation.

• Maintain lead conversion reports and business development trackers.

10. Dealer & Distributor Support

• Maintain dealer and distributor database and performance reports.

• Coordinate dealer onboarding documentation and promotional activities.

• Track dealer sales performance and support customer engagement initiatives.

11. Customer Retention & Business Growth

• Develop and implement customer retention programmes, promotional schemes, and engagement activities.

• Analyse the effectiveness of customer schemes and recommend improvements.

• Support initiatives to increase repeat business and customer loyalty.

12. Outstanding Payment Coordination

• Coordinate with Sales and Accounts teams for outstanding payment follow-ups.

• Maintain payment trackers and ensure timely collection through customer coordination.

13. Exhibition & Event Management

• Support exhibitions, dealer meets, product launches, sales meetings, and promotionalevents.

• Coordinate exhibition materials, customer registrations, promotional kits, and post-event reports.

• Generate business leads and customer feedback during exhibitions and events.

Educational Qualification

• Graduate in Commerce, Management, Marketing, or a related field.

• MBA in Marketing or Sales will be preferred.

Experience

• 4 to 7 years of experience in CRM, Sales Coordination, Customer Relationship Management, or Business Development in a manufacturing industry.