Customer Relationship Manager

Role Overview

The CRM Manager will serve as the central point of contact between Queens Couture and its customers. The candidate will be responsible for recording and managing leads, scheduling store and video-call appointments, conducting timely follow-ups, supporting sales conversions and encouraging repeat business. The candidate will also act as a bridge between the customer and the manufacturing team to provide regular and timely updates of orders placed / overdue for delivery.

The ideal candidate should have strong communication skills, excellent follow-up discipline and the ability to manage multiple customer conversations without allowing any genuine lead or service request to be missed.

Key Responsibilities

• Manage customer enquiries received through phone calls, WhatsApp, Instagram, website, walk-ins and other channels.
• Record every genuine enquiry accurately in the CRM system or customer database.
• Categorise leads according to requirements, including bridal wear, engagement, reception, party wear, suits, sarees and other occasions.
• Understand customer requirements, budget, event date, preferred styles and expected purchase timeline.
• Schedule and confirm in-store appointments, bridal consultations and video-shopping calls.
• Assign customers and leads to the appropriate salesperson or department.
• Conduct timely follow-ups with new, interested, undecided and inactive customers.
• Track each lead from the initial enquiry until appointment, purchase or closure.
• Follow up with customers who visited the store but did not make an immediate purchase.
• Coordinate with floor managers and sales teams to ensure every lead receives proper attention.
• Monitor pending orders, alterations, trials, dispatches and delivery commitments.
• Keep customers informed about the status of their orders and resolve communication gaps.
• Handle customer concerns and complaints calmly, professionally and promptly.
• Collect post-purchase feedback/reviews and maintain relationships with existing customers.
• Encourage repeat purchases, referrals and future occasion-based shopping.
• Maintain important customer information, including wedding dates, event dates, preferences and purchase history.
• Follow up with manufacturing teams to determine the ETA's of orders and coordinate for timely deliveries using the in store company application.
• Prepare weekly reports on enquiries, appointments, follow-ups, conversions and pending customer issues.
• Ensure no serious enquiry, appointment or customer service request remains unattended.