Customer Relationship Management Manager

Derewala Industries Limited; Jaipur; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Derewala Industries Limited is seeking an experienced CRM Manager to oversee key customer relationships and manage the complete order cycle—from jewellery briefs and sampling to production, quality inspection, shipment, and post-shipment coordination.

The role requires 8–12 years in CRM/order management with strong communication, negotiation, and leadership skills. Jewellery manufacturing/export experience is preferred, including handling international/B2B buyers.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Commerce, International Business, or related field.
• 8–12 years of CRM, order management, merchandising, or key account management experience.
• Experience in jewellery manufacturing/export is strongly preferred.
• Experience handling international/B2B buyers is an advantage.
• Strong understanding of jewellery orders, sampling, production coordination, quality, and shipment processes.

Responsibilities

• Manage communication with key buyers and customers, ensuring timely and professional responses.
• Act as primary contact for key accounts and handle queries, concerns, and complaints.
• Build and maintain strong, long-term customer relationships.
• Review customer jewellery briefs and coordinate with internal teams for execution.
• Manage sample development, approvals, dispatches, and buyer feedback.
• Coordinate with Production, PPC, Design, and Quality teams to ensure timely order execution.
• Coordinate inspection reports, PP samples, shipment samples, and packaging approvals.
• Work with Quality and Production to resolve quality-related concerns.
• Coordinate with Logistics and EXIM teams and update buyers on shipment status.
• Proactively communicate delays or changes in delivery timelines.
• Coordinate design briefs, quotations, offers, and customer-specific requirements.
• Collaborate with Design and Production on new designs and components.
• Ensure customer requirements are clearly communicated across departments.
• Maintain customer records, order status, feedback, complaints, and purchase history.
• Prepare regular CRM, order, shipment, and customer feedback reports.
• Lead, mentor, and monitor the CRM team for efficient execution and customer satisfaction.

Skills

Communication skills

Negotiation

Problem-solving

Coordination

Team management

Education

Bachelor's degree in Business Administration, Marketing, Commerce, International Business, or related field

Tools

CRM/ERP systems

MS Excel

MS Office

Job description

About the Role:

We are looking for an experienced CRM Manager to manage key customer relationships and oversee the complete order cycle, from jewellery briefs and sampling to production, quality inspection, shipment, and post-shipment coordination.

Key Responsibilities:

Customer Relationship Management

• Manage communication with key buyers and customers, ensuring timely and professional responses.
• Act as the primary point of contact for key accounts and handle customer queries, concerns, and complaints.
• Build and maintain strong, long-term customer relationships.

Order & Sample Management

• Review customer jewellery briefs and coordinate with internal teams for execution.
• Manage sample development, approvals, dispatches, and buyer feedback.
• Coordinate with Production, PPC, Design, and Quality teams to ensure timely order execution.

Quality & Shipment Coordination

• Coordinate inspection reports, PP samples, shipment samples, and packaging approvals.
• Work with Quality and Production teams to resolve quality-related concerns.
• Coordinate with Logistics and EXIM teams and keep buyers updated on shipment and dispatch status.
• Proactively communicate any delays or changes in delivery timelines.

Design & Commercial Coordination

• Coordinate design briefs, quotations, offers, and customer-specific requirements.
• Work with Design and Production teams on new designs, findings, and components.
• Ensure customer requirements are clearly communicated across relevant departments.

Reporting & Team Management

• Maintain customer records, order status, feedback, complaints, and purchase history.
• Prepare regular CRM, order, shipment, and customer feedback reports.
• Lead, mentor, and monitor the CRM team for efficient execution and customer satisfaction.

Qualifications & Experience:

• Bachelor's degree in Business Administration, Marketing, Commerce, International Business, or a related field.
• 8-12 years of relevant experience in CRM, Customer Relationship Management, Order Management, Merchandising, or Key Account Management.
• Experience in jewellery manufacturing/export is strongly preferred.
• Experience handling international/B2B buyers will be an advantage.
• Strong understanding of jewellery orders, sampling, production coordination, quality, and shipment processes.
• Good communication, negotiation, problem-solving, coordination, and team-management skills.
• Proficiency in MS Excel, MS Office, and CRM/ERP systems.