CRM Manager

Fabritual and Fabdivine LLC are premium home décor brands specializing in handcrafted block-printed textiles, curtains, Roman shades, pillow covers, table linens, fabrics, and custom-made home furnishings. Our primary customer base is in the United States on online marketplaces.

Job Summary --

We are looking for a customer-focused and proactive CRM Executive to manage customer relationships, handle inquiries from US customers, convert leads into sales, resolve customer issues, and build long-term customer loyalty. The ideal candidate should have excellent written and verbal English communication skills, a strong understanding of customer relationship management, and the ability to coordinate with multiple teams to ensure an outstanding customer experience.

Roles & Responsibilities

The CRM Executive will be responsible for responding to customer inquiries received through email, chat, and other communication channels in a timely and professional manner. The candidate should understand customer requirements, recommend suitable products, prepare quotations for custom orders, and convert inquiries into successful sales. They will maintain regular follow-ups with potential customers, nurture leads, and ensure no sales opportunity is missed.

The role involves resolving customer complaints, handling order-related concerns, coordinating with the production, logistics, and operations teams to provide timely updates, and ensuring customer issues are resolved efficiently. The CRM Executive will also process returns, replacements, refunds, and after-sales support while maintaining high customer satisfaction.

The candidate will manage the customer database, maintain accurate CRM records, track customer interactions, and prepare daily and weekly reports related to leads, conversions, and customer engagement. They will identify opportunities to improve customer retention and recommend strategies to increase repeat purchases.

The CRM Executive will also be responsible for planning and executing email marketing campaigns, including promotional emails, abandoned cart reminders, quotation follow-ups, new product launches, seasonal offers, and customer retention campaigns. They will monitor campaign performance and work closely with the marketing team to improve customer engagement and increase sales.

The role requires close collaboration with the sales, marketing, production, and operations teams to ensure a seamless customer experience from the initial inquiry to post-purchase support. The ideal candidate should possess excellent communication, problem-solving, negotiation, and organizational skills, along with experience using CRM software and email marketing platforms. Knowledge of Shopify, Etsy, Wayfair, or other eCommerce platforms will be an added advantage.

Key Performance

Indicators (KPIs)Lead Conversion Rate, Customer Satisfaction (CSAT), First Response Time, Resolution Time, Follow-up Completion Rate, Repeat Customer Rate, Customer Retention Rate, Email Campaign Performance, Sales Generated through CRM Activities, Customer Review Ratings, and CRM Data Accuracy.