CRM Executive

Key Responsibilities:

1. Customer Relationship Management & Communication:

• Ensure all communications with buyers are professional, timely, and aligned with business goals.
• Act as the primary point of contact for high-value customers and key accounts.
• Address customer queries, concerns, and complaints, ensuring a high level of satisfaction.

2. Order & Sample Management:

• Oversee the review and execution of all jewellery briefs, ensuring production feasibility.
• Ensure timely sample approvals, dispatch tracking, and buyer communication.
• Collaborate with the production and PPC (Production Planning & Control) teams to ensure seamless operations.

3. Inspection & Quality Control:

• Approve and oversee all inspection reports before sending them to customers.
• Ensure all PP samples, shipment samples, and packaging samples meet customer expectations.
• Coordinate the testing of jewellery components and communicate results to buyers.

4. Shipment & Post-Shipment Coordination:

• Ensure buyers are informed of dispatch status.
• Proactively notify customers of potential delays, ensuring transparency in order fulfillment.
• Work closely with the logistics and Exim teams for smooth export-import process.

5. Design & Offer Management:

• Oversee the preparation of design briefs and offers for new or existing jewellery designs.
• Approve and manage quotations for customer requests.
• Source and review new findings and components for innovative designs.

6. Data Management & Reporting:

• Analyze customer interactions and purchasing trends to optimize CRM strategies.
• Maintain a robust database of customer preferences, complaints, and purchase history.
• Generate regular reports on CRM performance, shipment status, and customer feedback.

7. Leadership & Team Coordination:

• Lead and mentor the CRM team to ensure efficiency and customer satisfaction.
• Train team members on CRM best practices, communication etiquette, and technical tools.
• Work cross-functionally with sales, production, and marketing teams for a streamlined workflow.