Specialist - Customer Relationship Management

Location - Mumbai
Experience - 4-6 Yrs
Budget - Up to 6 Lacs
The CRM specialist will be responsible for maintaining a reliable CRM system and giving the Sales, Marketing and Business Development teams clear visibility of leads, opportunities, pipeline, customer activity and business performance. The role goes beyond data entry. It includes ensuring data quality, driving CRM usage, preparing timely MIS and dashboards, analysing trends, and helping the business identify follow-up actions, dormant customer opportunities and areas for improvement.
Responsibilities:-
· Maintain complete, accurate and up-to-date CRM records for leads, contacts, customers and opportunities.
· Regularly audit records for missing information, incorrect customer details, duplicates and outdated entries.
· Maintain data hygiene standards and ensure that information entered into the CRM is reliable for business use.
· Follow agreed processes for record updates, data correction and database maintenance.
· Track leads through each stage: generation, qualification, meeting, opportunity and closure.
· Ensure lead status, opportunity stage, next action and follow-up dates are updated within agreed timelines.
· Monitor lead ageing and flag opportunities that have no next action or have remained inactive.
· Coordinate with the relevant teams to ensure stalled opportunities are followed up, requalified or closed appropriately.
· Maintain an accurate view of pipeline value, sales stages, expected closure dates and opportunity status.
· Monitor pipeline coverage against sales targets and highlight gaps, delays or unrealistic closure assumptions.
· Support sales forecasting by comparing forecast revenue with actual results and tracking variances.
· Prepare pipeline summaries that help management understand likely closures and required actions.
· Support Sales, Marketing and Business Development teams in using the CRM correctly and consistently.
· Monitor timely updates of activities, follow-ups, opportunity stages and other required information.
· Prepare daily CRM MIS, weekly sales pipeline reports and monthly management dashboards as required.
· Check reports for accuracy, completeness and timely submission before sharing with management.
· Respond to approved data and reporting requests within agreed turnaround times.
· Present key movements, risks and exceptions clearly so reports support decisions rather than only record activity.
· Maintain complete customer profiles, including relevant contact details, decision-makers and business information.
· Segment customers based on relevant business criteria such as customer type, activity, potential and opportunity status.
· Track customer potential and ensure the database is reviewed and refreshed as per schedule.
· Help teams identify priority customer groups and maintain useful customer information for future business development.
· Identify dormant or inactive customer accounts and maintain visibility of re-engagement opportunities.
· Track repeat-business customers and planned follow-ups with existing clients.
· Coordinate with Sales to ensure reactivation opportunities are recorded and pursued.
· Prepare retention insights and highlight patterns that may indicate missed repeat-business opportunities.
· Coordinate CRM-related requests from Sales and Marketing and resolve or route them within agreed timelines.
· Ensure marketing-generated leads are recorded accurately, including correct lead-source attribution.
· Support cross-functional reporting and share relevant feedback or data insights with the concerned teams.
· Help maintain visibility of business-critical CRM requests and their completion status.
· Analyse lead conversion, lead-source performance, customer activity, pipeline movement and lost opportunities.
· Identify recurring reasons for lost business, weak conversion, inactive accounts or gaps in follow-up.
· Prepare actionable insights and recommendations for review with the reporting manager and business teams.
· Track agreed actions arising from analysis and report on progress where data is available.
· Maintain and follow CRM SOPs, data standards and agreed governance requirements.
· Identify opportunities to simplify processes, improve CRM adoption or automate repetitive manual work.
· Coordinate CRM user training and support the closure of audit or governance actions.
· Track agreed process improvements and maintain records of completion.
Requirements:-
A graduate in Business, Commerce, Marketing, Information Systems or a related field is preferred. Experience in CRM administration, sales operations, MIS, customer database management or business reporting will be relevant. Specific experience and technical requirements should be confirmed against the approved hiring level, as the attached KRA/KPI framework covers both CRM Executive and CRM Manager.

Work arrangement
No