Customer Relationship Manager

Job Description – CRM

Job Title:

CRM Executive

Department:

Customer Relationship Management (CRM)

Reporting To:

CRM Manager / Operations Manager

Job Purpose:

The CRM Executive is responsible for maintaining customer

relationships, managing the customer database, improving customer retention,

generating referrals and cross-selling opportunities, ensuring timely

follow-ups, and supporting payment collections to enhance customer

satisfaction and maximize customer lifetime value.

Key Responsibilities:

1. Customer Database Management

Maintain and update customer records accurately in the CRM

system.

Ensure all customer details, service history, and

communication records are complete.

Remove duplicate or incorrect entries.

Generate periodic CRM reports for management.

2. Customer Relationship

Management

Conduct regular follow-up calls

with existing customers.

Resolve customer queries and

coordinate with concerned departments.

Maintain a high level of customer

satisfaction.

Record customer feedback and

ensure timely resolution.

3. Referral Generation

Contact satisfied customers to

request referrals.

Maintain a referral tracking

system.

Coordinate with the sales team on

referral leads.

Achieve monthly referral

generation targets.

4. Cross-Selling & Up-Selling

Identify opportunities to offer

additional company services.

Coordinate with the sales team for

lead conversion.

Track the status of cross-selling

opportunities.

5. Payment Collection Support

Follow up with customers regarding

outstanding payments.

Send payment reminders via call,

email, and WhatsApp.

Coordinate with the accounts

department to reduce overdue receivables.

Maintain payment follow-up

records.

6. Customer Retention

Contact inactive or old customers

to reactivate business.

Conduct customer satisfaction

surveys.

Maintain long-term relationships

with key customers.

Reduce customer churn through

regular engagement.

7. Reporting & Documentation

Prepare daily, weekly, and monthly

CRM reports.

Submit reports on customer calls,

referrals, cross-sales, collections, and customer feedback.

Ensure complete documentation of

all customer interactions.

Skills Required:

• Excellent communication and
• interpersonal skills
• Strong customer service orientation
• CRM software proficiency
• Microsoft Excel and reporting skills
• Follow-up and negotiation skills
• Problem-solving ability
• Time management and multitasking
• Attention to detail

Qualification:

Graduate in any discipline (MBA

preferred)

1–3 years of experience in CRM,

Customer Service, or Client Relationship Management

Knowledge of CRM software and

Microsoft Office

Performance Expectations:

Maintain accurate customer

records.

Ensure timely customer follow-ups.

Generate referrals and cross-selling

opportunities consistently.

Support reduction of overdue

payments.

Improve customer retention and

satisfaction.

Submit all reports accurately and

on time.