Senior CRM Executive

Key Responsibilities :-

1. Client Relationship & Communication -

·Act as the primary relationship manager for top clients.

·Regularly call clients to:

oUnderstand their requirements and expectations

oConfirm orders, timelines, and service details

oResolve 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:

oOperations / production teams

oDispatch / logistics teams

oFinance / billing teams

·Ensure that:

oOrders are correctly entered in the system

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

oDispatch is planned and executed as per agreed timelines

3. Document, Invoice & Payment Handling

·Prepare, review, and manage:

oInvoices

oDelivery challans / dispatch documents

oOrder confirmations and related paperwork

·Match invoices with:

oConfirmed orders

oDispatch records

oClient agreements / contracts

·Follow up on payment status:

oTrack pending payments

oContact clients for payment reminders

oCoordinate 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:

oMaintain complete client profiles

oLog all calls, orders, issues, and resolutions

oTrack order status and payment status

·Prepare regular reports for management:

oTop client order volumes

oPending payments

oDelivery performance

oClient feedback and issues

5. Cross-functional Coordination

·Work closely with:

oSales team (for new order opportunities)

oOperations / production (for fulfillment)

oLogistics / dispatch (for timely delivery)

oFinance (for billing and payment tracking)

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

Experience

·3–7 years in:

oCRM / Account Management

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

oCorporate credit card / high-value B2B client management

oOr 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:

oOrder processing

oDispatch and logistics coordination

oInvoice and payment follow-up

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

·Comfortable using:

oCRM tools

oEmail and phone for client communication

oBasic Excel / MS Office for reporting