Crm Executive

We are looking for an accomplished Senior CRM Manager / Client Relationship Manager to take the lead in managing and cultivating relationships with key clients across our diverse portfolio of interior projects. This pivotal role is responsible for ensuring an exceptional client experience from project inception through to final handover, managing all critical communication, coordination, and escalation points.

Core Responsibilities (KRAs) Client Relationship Management:

• Serve as the principal point of contact and relationship owner for key clients

post-sales.

• Manage comprehensive client communication across the entire project lifecycle.
• Proactively monitor project progress and milestone completion, providing regular, transparent updates to clients regarding schedules and any potential delays.
• Efficiently handle client escalations and concerns, ensuring swift resolution and maintaining high client satisfaction metrics.
• Oversee financial aspects including billing coordination, managing payment schedules, and following up on all necessary documentation.
• Support the final stages of the project, including handover, snag-list closure, and subsequent post-handover coordination.

Cross-Functional & Process Coordination:

• Act as the central coordinator, ensuring seamless communication and workflow between the design, sales, project management, procurement, and execution teams.
• Ensure the timely tracking and securing of client approvals for all essential items, including drawings, material selections, and design modifications.
• Develop, maintain, and enhance CRM processes, client communication protocols, and internal reporting standards.
• Prepare and distribute regular client status reports and critical management dashboards.
• Provide guidance and mentorship to junior coordination or CRM staff as required.

Qualifications & Experience:

• A Bachelors degree or Diploma in Business Administration, Interior Design, or a related discipline.
• 5 to 10 years of professional experience in Customer Relationship Management (CRM), client servicing, or relationship management roles.
• Strong Preference: Previous work experience within the interior design, construction, real estate, or turnkey project sectors.
• Good to Have: Experience managing premium or high-value residential clientele; proven track record in process improvement, SOP development, and CRM system implementation.

Skills & Competencies:

• Exceptional client-handling, negotiation, and communication skills.
• Demonstrated leadership ability, coupled with strong coordination and conflict-resolution proficiencies.
• Meticulous attention to organization, follow-up procedures, and documentation accuracy.
• Proven capability to effectively manage multiple high-value clients and complex project portfolios.
• A dedicated customer-first, solution-oriented approach to problem-solving.

Technical & System Proficiency:

• Expertise in utilizing CRM software, MS Excel, Word, and reporting platforms.
• Solid foundational knowledge of interior design concepts, project execution workflows, and project staging.
• Adept at interpreting technical documents such as drawings, project timelines, and Bills of Quantities (BOQs) for client communication.