CRM Manager

Job Description – Senior CRMCompany: Seven Seas Cosmetics

Designation: Senior CRM

Experience: 4–6 Years

Location: Head Office, Delhi

Job Type: Full-Time

Job SummaryWe are looking for an experienced and customer-focused Senior CRM to manage customer relationships, handle customer queries, improve customer satisfaction, and support customer retention initiatives. The ideal candidate should have strong communication skills, good knowledge of CRM tools, and the ability to manage customer interactions efficiently.

• Key ResponsibilitiesManage and maintain customer relationships through calls, WhatsApp, email, and other communication channels.
• Handle customer queries, complaints, feedback, and service requests professionally.
• Ensure timely resolution of customer issues and maintain proper follow-up.
• Maintain accurate customer information and interaction records in the CRM system.
• Monitor customer requests, orders, complaints, and pending issues.
• Coordinate with Sales, E-commerce, Dispatch, Accounts, and other internal teams for customer-related requirements.
• Track customer satisfaction and identify areas for improvement.
• Prepare daily, weekly, and monthly CRM/MIS reports.
• Monitor customer retention, repeat orders, and customer engagement.
• Analyze customer feedback and share important insights with management.
• Ensure proper follow-up with customers and close open queries within defined timelines.
• Guide and support junior CRM team members when required.
• Maintain professional communication and ensure a positive customer experience.
• Required Skills4–6 years of experience in CRM/Customer Relationship Management.
• Excellent verbal and written communication skills.
• Strong customer handling and problem-solving abilities.
• Good knowledge of MS Excel / Google Sheets.
• Experience with CRM software and customer support tools.
• Strong follow-up and coordination skills.
• Ability to manage multiple customer queries simultaneously.
• Good reporting and analytical skills.
• Experience in FMCG, Cosmetics, D2C, E-commerce, or similar industries will be preferred.
• QualificationGraduate in any discipline.
• Relevant experience in CRM, Customer Support, Customer Success, or Client Relationship Management.
• Key Performance Areas (KRA)Customer satisfaction and query resolution.
• Timely closure of customer complaints and requests.
• Customer retention and repeat engagement.
• Accuracy of CRM data and reports.
• Response and follow-up time.
• Effective coordination with internal departments

Contact Details : 9217800285