Customer Relationship Manager

Customer Relationship Executive

Job description:

Role overview

The CRM & Lead Manager is responsible for capturing every lead generated from Meta (Facebook / Instagram ) ads, Indiamart and Alibaba, qualifying them quickly, and handing them off to the right outlet sales executive for closure. This person owns the full lead lifecycle - from the moment a form is filled on an ad to the point of first sales contact. They also maintain the CRM database, track follow-up status, and report lead conversion metrics to the COO weekly.

Lead flow this role manages

Meta Ad Lead/ Indiamart Lead/ Alibaba Lead→CRM Entry→Qualification Call→Assign to Sales Exec→Track & Follow-up→Closure / Report

Key responsibilities:

Lead capture & CRM entry - Pull leads from Meta Ads Manager / lead form integrations daily (morning). Enter each lead into CRM (Zoho, Leadsquared, Google Sheet, or WhatsApp CRM) with source, product interest, location, and contact details. Zero lead should be missed.

First response & qualification - Call or WhatsApp every new lead within 30 minutes of capture. Understand their requirement — product type, quantity, location, timeline, and budget. Tag leads as Hot / Warm / Cold based on the conversation.

Lead assignment to sales executives - Route qualified leads to the nearest franchise outlet's sales executive based on the lead's location. Share all lead details on WhatsApp or CRM. Confirm the executive has received and will follow up.

Follow-up tracking - Monitor whether assigned sales executives have followed up within the agreed TAT. Send daily reminders for pending follow-ups. Escalate unattended leads to the Sales Coordinator or MD after 24 hours.

Lead nurturing for cold leads - For leads that are not ready to buy immediately, maintain a follow-up schedule - weekly check-ins via WhatsApp or call. Share product brochures, price lists, or offers to keep them engaged.

CRM database management - Keep the CRM updated at all times - lead status, last contact date, next follow-up date, and outcome. Ensure no lead is left stale for more than 7 days without an update.

Weekly lead MIS report - Prepare and share a weekly report covering: total leads received, leads by source / campaign, qualification rate, assignment status, and conversion rate by outlet. Present to MD every Monday.

Ad feedback to marketing - Based on lead quality patterns (wrong locations, irrelevant queries, low-quality leads), share weekly feedback with whoever manages Meta Ads to improve targeting and ad creative.

Key performance indicators

First response time - Within 30 mins of lead capture

Lead entry accuracy - 100% leads logged, zero missed

Lead-to-visit conversion -Target: 20–30% of qualified leads

CRM hygiene -No lead stale beyond 7 days

Follow-up compliance - Sales exec follow-up within 2 hrs of assignment

Weekly MIS - Submitted every Monday, no delays

Requirements

Must-have

• Graduate in any discipline
• 1–3 years in lead management / tele-sales / CRM role
• Confident on calls - Hindi & Gujarati fluency
• Experience using CRM tools or structured tracking
• Proficient with WhatsApp Business & Excel / Sheets
• Quick response mindset - speed is critical in this role

Good to have

• Experience with Zoho CRM, Leadsquared, or similar
• Familiarity with Meta Ads lead forms / integrations
• Knowledge of farming or construction product categories
• Experience coordinating with a field sales team
• Basic understanding of sales funnel and conversion metrics

Reporting & working conditions

• Reports to: COO / Sales Coordinator
• 6 days a week, office-based
• Location: Head Quarter
• Coordinates with all outlet sales executives
• High call and WhatsApp volume daily
• Works closely with Meta Ads manager

Work Location: In person