Senior Crm Executive

Senior Executive CRM

Position Overview:

The Senior Executive CRM will be responsible for managing customer relationships, coordinating with clients, ensuring timely follow-ups, and supporting the organization in delivering a smooth and positive customer experience. The role involves handling CRM activities, maintaining accurate customer records, coordinating with internal teams, and supporting customer retention and engagement initiatives.

Key Responsibilities:

1. Customer Relationship Management

• Build and maintain strong relationships with existing and prospective clients.
• Understand customer requirements and ensure timely responses to queries and concerns.
• Follow up with customers regularly to maintain engagement and satisfaction.

2. CRM Management

• Maintain and update customer information, interactions, follow-ups, and status in the CRM system.
• Ensure customer data is accurate, complete, and up to date.
• Monitor customer activities and ensure timely follow-ups on leads, enquiries, and ongoing projects.
• Track customer communication and maintain proper records for future reference.

3. Customer Follow-up & Coordination

• Conduct regular follow-ups with customers through calls, WhatsApp, email, and other communication channels.
• Coordinate with Sales, Design, Operations, and other internal teams to resolve customer requirements.
• Ensure customer requests and issues are communicated to the relevant departments and followed through to closure.
• Maintain proper follow-up schedules and ensure no customer enquiry is missed.

4. Customer Feedback & Complaint Handling

• Collect customer feedback and identify areas for improvement.
• Handle customer complaints and concerns professionally and escalate issues when required.
• Coordinate internally to ensure customer issues are resolved within the expected timelines.
• Maintain records of customer feedback, complaints, and resolutions.

5. Reporting & Performance Tracking

• Prepare daily, weekly, and monthly CRM reports as required.
• Track customer follow-ups, pending activities, conversions, complaints, and other relevant CRM metrics.
• Share regular updates with the reporting manager regarding customer status and pending actions.
• Identify gaps in follow-up and recommend suitable improvements
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6. Cross-Functional Coordination

• Work closely with Sales, Marketing, Design, Project Management, and Operations teams.
• Coordinate information between customers and internal teams to ensure smooth communication.
• Support the team in ensuring timely execution of customer-related activities.

7. Customer Retention & Engagement

• Support initiatives aimed at improving customer retention and satisfaction.
• Maintain regular communication with existing customers.
• Identify opportunities for repeat business, referrals, and additional services.
• Assist in developing customer engagement activities and follow-up strategies.

8. Process Improvement

• Identify gaps in existing CRM and customer service processes.
• Suggest improvements to increase efficiency and customer satisfaction.
• Ensure CRM processes and company guidelines are followed consistently.

9. CRM Tools & Data Management

• Effectively use CRM software and other communication and reporting tools.
• Maintain confidentiality and security of customer information.
• Ensure all customer interactions and follow-up activities are properly recorded.

Key Skills

• Excellent communication and interpersonal skills
• Strong customer relationship management skills
• Good follow-up and coordination abilities
• Customer-focused mindset
• Strong problem-solving skills
• Good analytical and reporting skills
• Proficiency in CRM software and MS Office/Google Workspace
• Time management and organizational skills
• Ability to handle multiple customers and tasks simultaneously
• Team collaboration skills
• Negotiation and conflict-resolution skills
• Attention to detail
• Adaptability and willingness to learn

Experience & Qualifications

• Bachelor's degree in Business Administration, Marketing, Commerce, or a related field.
• 2-5 years of experience in CRM, customer relationship management, customer service, client coordination, or a related role.
• Experience in the construction, interior design, real estate, architecture, or related industry will be an added advantage.

Why Join Us?

At SpaceDraft, you will be part of a dynamic team committed to innovation, customer satisfaction, and excellence in the construction industry. We offer competitive compensation, opportunities for professional growth, and a supportive work environment.

Application Process

Interested candidates are invited to send their resume to [email removed].