CRM HEAD

MO Designs; Gurugram District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

MO DESIGNS PVT. LTD. is seeking an experienced CRM Head to lead the entire CRM function in Gurgaon.

You will supervise the CRM team, streamline processes, and ensure a seamless post-sales experience from order placement to payment collection, installation, and referrals. This role focuses on driving customer happiness, maintaining data accuracy, handling escalations, and providing reporting insights to management.

Qualifications

• 5-10 years of CRM or customer support experience.
• Strong leadership and communication skills.
• Familiarity with CRM tools/portals.
• Polite, patient, well-groomed, and proactive personality.

Responsibilities

• Lead, supervise, and guide the CRM team.
• Create SOPs for CRM activities, feedback calling, and escalation handling.
• Ensure timely execution of all CRM tasks.
• Ensure collection of true feedback.
• Ensure timely routing and resolution of complaints.
• Monitor service quality and take corrective action.
• CRM Data & System Management: Ensure CRM database accuracy.
• Improve CRM process for smooth sales collaboration.
• Track all leads and team follow-ups.
• Guide team in nurturing and converting leads.
• Customer Feedback & Relationship Building: Drive customer happiness initiatives.
• Generate repeat business and referrals.
• Reporting & Decision Support: Review CRM reports.
• Share insights with management.

Skills

CRM Leadership

Team Management

Communication

CRM Tools

Tools

CRM Portals

Job description

MO DESIGNS PVT. LTD., established in 2003, based in Sector 56, Gurgaon, is a premium home furnishing, décor, and interior design company offering custom-made furniture, soft furnishings, and complete interior solutions blending timeless style and modern comfort.

JOB SUMMARY

We are seeking an experienced and proactive CRM Head to lead and manage the entire Customer Relationship Management function at MO Designs. The CRM Head will supervise all CRM executives, ensure superior customer satisfaction, streamline follow-ups, maintain data accuracy, resolve escalations, and ensure a seamless post-sales experience from order placement to payment collection, installation, feedback, and referrals.

KEY RESPONSIBILITIES

• Team Leadership & Process Ownership
• Lead, supervise, and guide the CRM team.
• Create SOPs for CRM activities, feedback calling, and escalation handling.
• Ensure timely execution of all CRM tasks.
• Ensure collection of true feedback.
• Ensure timely routing and resolution of complaints.
• Monitor service quality and take corrective action.
• CRM Data & System Management
• Ensure CRM database accuracy.
• Improve CRM process for smooth sales collaboration.
• Track all leads and team follow-ups.
• Guide team in nurturing and converting leads.
• Customer Feedback & Relationship Building
• Drive customer happiness initiatives.
• Generate repeat business and referrals.
• Reporting & Decision Support
• Review CRM reports.
• Share insights with management.

KEY REQUIREMENTS

• 5-10 years’ experience in CRM or customer support.
• Strong leadership and communication skills.
• Familiarity with CRM tools/portals.
• Polite, patient, well-groomed, and proactive personality.