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.

Requirements

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

Benefits