CRM Manager - Furniture/Home Decor

About the Role

We are looking for an experienced and customer-focused CRM Manager with 4+ years of relevant experience, preferably in the Furniture, Home Dcor, Interior, Retail or E-commerce industry.

The candidate will be responsible for managing the complete customer relationship lifecycle, improving customer engagement and retention, maintaining accurate customer data, and working closely with Sales, Marketing and Operations teams to deliver an excellent customer experience.

Key Responsibilities

1. Customer Relationship Management

• Manage and maintain strong relationships with existing and prospective customers.
• Understand customer requirements, preferences and buying behaviour.
• Ensure timely communication and follow-up with customers.
• Handle customer queries, complaints and escalations professionally.
• Develop strategies to improve customer satisfaction and retention.

2. CRM Database Management

• Maintain accurate and updated customer information in the CRM system.
• Ensure proper recording of leads, enquiries, customer interactions and sales activities.
• Monitor lead status and ensure timely follow-up by the sales team.
• Maintain customer history, purchase details and communication records.
• Ensure data accuracy and proper CRM hygiene.

3. Lead Management & Follow-up

• Monitor incoming leads from website, social media, digital campaigns, showroom enquiries and other channels.
• Allocate and track leads with the relevant sales teams.
• Monitor lead response time and follow-up status.
• Track the complete customer journey from enquiry to order closure.
• Identify lost leads and develop strategies for reactivation.

4. Customer Retention & Engagement

• Develop customer engagement and retention strategies.
• Plan customer follow-up campaigns for existing customers.
• Identify opportunities for repeat purchases and cross-selling.
• Maintain regular communication with high-value customers.
• Develop initiatives to improve customer loyalty and lifetime value.

5. CRM Campaigns

• Coordinate with the Marketing and Digital Marketing teams for CRM campaigns.
• Plan and execute customer communication through:
• Email
• WhatsApp
• SMS
• Phone calls
• Other relevant CRM channels
• Develop campaigns for new product launches, offers, festive promotions and customer engagement.
• Monitor campaign performance and customer response.

6. Sales Coordination

• Work closely with Sales, Business Development and Showroom teams.
• Track lead conversion and sales performance.
• Ensure customer enquiries are followed up within defined timelines.
• Identify bottlenecks in the sales funnel and recommend improvements.
• Provide customer insights to the sales team.

7. Customer Feedback & Service Improvement

• Collect and analyse customer feedback.
• Identify recurring customer issues and recommend corrective actions.
• Monitor customer complaints and ensure timely resolution.
• Track customer satisfaction levels.
• Coordinate with internal teams to improve the overall customer experience.

8. Reporting & Analytics

• Prepare regular CRM reports and dashboards.
• Track key metrics including:
• Lead Response Time
• Lead Conversion
• Customer Retention
• Repeat Purchases
• Customer Complaints
• Customer Satisfaction
• Campaign Performance
• Lost Leads
• Analyse customer data to identify business opportunities.
• Present actionable insights to management.

Required Skills

• Strong customer relationship management skills.
• Excellent communication and interpersonal skills.
• Good understanding of CRM systems and customer lifecycle management.
• Strong analytical and reporting skills.
• Experience in lead management and sales funnel tracking.
• Customer retention and engagement experience.
• Strong problem-solving and escalation-management skills.
• Good knowledge of Excel / Google Sheets and CRM reporting.
• Ability to coordinate effectively with Sales, Marketing, Digital Marketing and Operations teams.

Preferred Industry Experience

Candidates with experience in the following industries will be preferred:

• Furniture
• Home Dcor
• Interior Design
• Home Furnishing
• Retail
• E-commerce
• Lifestyle
• Consumer Products

Experience

• Minimum 4+ years of experience in CRM, Customer Relationship Management, Customer Experience, Sales Coordination, Lead Management or a related role.
• Experience in a Furniture / Home Dcor / Interior / Retail / E-commerce environment will be highly preferred.

Key Performance Indicators (KPIs)

• Lead response and follow-up efficiency
• Lead conversion rate
• Customer retention rate
• Repeat business
• Customer satisfaction
• Complaint resolution time
• CRM data accuracy
• Customer engagement
• Campaign performance
• Sales team CRM compliance

Education

• Graduate in Business Administration, Marketing, Sales, Customer Relationship Management or a related field.
• MBA in Marketing/CRM will be an added advantage.