Senior CRM Executive

Key Responsibilities :-

1. Client Relationship & Communication -

·         Act as the primary relationship manager for top clients.

·         Regularly call clients to:

o    Understand their requirements and expectations

o    Confirm orders, timelines, and service details

o    Resolve issues and complaints promptly

·         Maintain a professional, solution-oriented tone in all interactions.

·         English communication is acceptable at basic to moderate level ; clarity and professionalism are more important.

2. Order Management (Order Raising to Dispatch)

·         Receive and raise orders from clients via phone, email, or CRM system.

·         Verify order details: quantities, pricing, delivery location, timeline, special requirements.

·         Coordinate internally with:

o    Operations / production teams

o    Dispatch / logistics teams

o    Finance / billing teams

·         Ensure that:

o    Orders are correctly entered in the system

o    All necessary documents (order forms, approvals, contracts) are collected and stored

o    Dispatch is planned and executed as per agreed timelines

3. Document, Invoice & Payment Handling

·         Prepare, review, and manage:

o    Invoices

o    Delivery challans / dispatch documents

o    Order confirmations and related paperwork

·         Match invoices with:

o    Confirmed orders

o    Dispatch records

o    Client agreements / contracts

·         Follow up on payment status:

o    Track pending payments

o    Contact clients for payment reminders

o    Coordinate with finance for reconciliation and receipt entry

·         Ensure order-to-payment visibility: the person should be able to see and manage the complete journey from order raising → dispatch → invoicing → payment.

4. CRM & Reporting

·         Use CRM software to:

o    Maintain complete client profiles

o    Log all calls, orders, issues, and resolutions

o    Track order status and payment status

·         Prepare regular reports for management:

o    Top client order volumes

o    Pending payments

o    Delivery performance

o    Client feedback and issues

5. Cross-functional Coordination

·         Work closely with:

o    Sales team (for new order opportunities)

o    Operations / production (for fulfillment)

o    Logistics / dispatch (for timely delivery)

o    Finance (for billing and payment tracking)

·         Act as the bridge between client and internal teams to ensure smooth execution.

Experience

·         3–7 years in:

o    CRM / Account Management

o    Hospitality industry (hotel, banquet, event, F&B, etc.)

o    Corporate credit card / high-value B2B client management

o    Or similar roles with end-to-end order-to-payment responsibility

Skills

·         Strong client handling and negotiation skills.

·         Ability to manage multiple top clients simultaneously.

·         Clear understanding of:

o    Order processing

o    Dispatch and logistics coordination

o    Invoice and payment follow-up

·         Good document handling: invoices, orders, contracts, dispatch notes.

·         Comfortable using:

o    CRM tools

o    Email and phone for client communication

o    Basic Excel / MS Office for reporting