La French Studio - Senior Manager - CRM (7-15 yrs)

Location: Mumbai / REMOTE.

Job Type: Full-time

Industry: Export/Import (Luxury Architectural Hardware)

About Us:

We are a prominent export house specializing in luxury door and cabinet hardware solutions manufactured in India and supplied to discerning clients worldwide. Our commitment to quality and customer satisfaction drives our success as we navigate the complexities of international markets and customer expectations.

Job Overview:

We are seeking a dedicated and experienced Senior CRM Manager to lead our Customer Relationship Management initiatives. The ideal candidate will be passionate about enhancing customer experiences, adept at solving technical challenges, and capable of maintaining strong customer relationships. This role includes data management responsibilities such as lead generation, deal conversion, follow-up activities, and managing accounting tasks related to raising estimates and invoices using tools like Zoho CRM and Zoho Desk.

Key Responsibilities:

CRM Strategy Development:

- Design and implement a robust CRM strategy that aligns with our business goals, enhancing customer engagement and satisfaction.

- Leverage customer insights and data analytics to drive decision-making and improve service delivery, focusing on lead generation and deal conversion.

Customer Support and Problem Resolution:

- Act as the primary point of contact for customers, addressing inquiries and resolving issues promptly and effectively.

- Collaborate with technical teams to ensure a thorough understanding of product specifications to provide accurate support and guidance.

Estimates and Invoicing:

- Manage and oversee the process of raising estimates and invoices, ensuring accuracy and compliance with company standards.

- Utilize Zoho CRM to generate estimates and invoices, integrating these processes with customer interactions for seamless service delivery.

Data Management:

- Manage data related to lead generation efforts, tracking potential clients and ensuring timely follow-up to maximize deal conversion rates.

- Implement best practices for data accuracy and integrity within the CRM system, regularly updating client information and interaction history.

Follow-Up and Relationship Management:

- Monitor and coordinate follow-up activities with leads to nurture relationships and facilitate conversions.

- Build and nurture strong relationships with clients, understanding their needs and preferences to tailor solutions that enhance their experience.

Performance Monitoring:

- Monitor CRM metrics and KPIs to assess the effectiveness of customer relationship strategies and identify areas for improvement.

- Prepare regular reports on customer feedback, satisfaction levels, lead generation success, and conversion metrics to inform management decisions.

Training and Support:

- Provide training and support to the sales and customer service teams on CRM processes and tools, ensuring they are well-equipped to deliver high-quality customer interactions.

- Develop and maintain comprehensive resources, including FAQs and troubleshooting guides, to assist both customers and team members.

Technical Collaboration:

- Collaborate closely with product development and technical teams to address customer specifications and provide solutions to complex requirements.

- Ensure that customer feedback is communicated to relevant departments for product enhancement and innovation.

Qualifications:

- Bachelor's/Master's degree in Business Administration, Accounting, Marketing, or a related field; advanced degree preferred.

- Minimum 5-7 years of experience in CRM management or customer service, preferably within the luxury REAL ESTATE< FASHION< JEWELRY...or technical product sectors.

- Strong understanding of CRM software and tools; experience with Zoho CRM and Zoho Desk is highly desirable.

- Proven experience in handling estimates and invoices within a CRM or accounting context.

- Experience with data management processes, including lead generation, deal conversion, and CRM analytics.

- Excellent problem-solving skills with a passion for supporting customers and resolving technical challenges.

- Exceptional communication and interpersonal skills, with the ability to build rapport with diverse clients and teams.

- Strong analytical and organizational skills, with the ability to manage multiple tasks and prioritize effectively.

What We Offer:

- Competitive salary

- Opportunities for professional growth and advancement within a dynamic and innovative environment.

- A collaborative and supportive company culture that values customer satisfaction and team success.