Sales & CRM Specialist

Adorn Silver; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Adorn Silver, a premium silver-gifting brand, is hiring an inside sales specialist in Mumbai to own both inbound sales and customer retention. You will respond to WhatsApp and email inquiries from corporate and retail clients, qualify leads, prepare quotations, and move opportunities through to a closed order.

The role blends client calls with data-driven follow-ups. You’ll build email and WhatsApp flows, set occasion reminders for Raksha Bandhan, Diwali, weddings, and anniversaries, and drive

Qualifications

• 2+ years in inside sales or retention roles in premium brands.
• Strong written English and Hindi for client comms.
• Comfort with numbers and performance reporting.
• Ability to manage payments and quotations with clients.
• Experience with Shopify or e-commerce platforms is a plus.

Responsibilities

• Handle inbound B2B and D2C inquiries via WhatsApp, email, and website.
• Convert enquiries to orders and manage payments and fulfilment.
• Build retention engines with email and WhatsApp flows.
• Create occasion-based campaigns and win-back initiatives.
• Track metrics like conversions, AOV, and repeat purchases.

Skills

Inside sales

CRM proficiency

Fluent English & Hindi

Excel/Google Sheets

Follow-up & negotiation

Tools

Shopify

Zoho Books

Klaviyo

Mailchimp

Interakt

WATI

Job description

Adorn Silver is a premium silver-gifting brand that blends timeless craftsmanship with modern e-commerce convenience. We specialise in hallmarked, personalised silver gifts for every occasion, bringing sophistication, trust, and seamless online shopping together in one destination.

Backed by 50 years of legacy of Anupam Silver, a name known for authentic, hallmarked silver for decades. This heritage of quality and trust forms the foundation of Adorn Silver's modern, digital-first gifting experience.

THE DETAILS

Location: Lower Parel, Mumbai Working model: On-site Days: Monday to Saturday (work from home on Saturdays) Timings: 10 AM to 7 PM Experience: 2+ years

ABOUT THE ROLE

Every day, enquiries come into Adorn Silver on WhatsApp and email. A corporate buyer scoping 500 personalised Diwali gifts. A customer asking whether a coin set can be engraved in time. Today those conversations are handled ad hoc, and a large share of the people who already bought from us are never spoken to again.

We're hiring one person to own both halves of that problem: convert the demand coming in, and bring existing customers back.

You'll be the first responder on every inbound lead, run B2B conversations through to a closed order and a cleared payment, and build the retention engine: the email and WhatsApp flows, the occasion reminders, the win-back campaigns that turn a one-time gifting purchase into an annual one. You'll be measured on numbers you can see in Shopify, and you'll be expected to have a point of view on them.

This suits someone who is equally comfortable on a client call and in a spreadsheet.

KEY RESPONSIBILITIES

Inbound Sales (B2B & D2C)

• Own first response on WhatsApp Business, email, and website enquiries across both corporate and retail customers
• Qualify B2B and bulk gifting enquiries on quantity, budget, timeline, personalisation, and branding requirements
• Prepare quotations, share catalogues and samples, and negotiate within approved pricing
• Run client calls and in-person meetings from first enquiry through to confirmed order
• Handle D2C queries on sizing, hallmarking, personalisation, care, and delivery timelines with confidence

Payments & Order Closure

• Track advances, balance payments, and outstanding invoices, and follow up until cleared
• Keep payment and dispatch status visible to the team at all times
• Flag ageing dues and delivery risks early rather than at the deadline
• Coordinate with operations and dispatch so committed timelines actually hold

Retention & Lifecycle Management

• Own repeat purchase rate as a core metric, and build the plan to grow it
• Segment the existing customer base (first-time vs repeat, D2C vs corporate, gifting occasion, order value) and design the right approach for each
• Write and maintain the email and WhatsApp template library: welcome and post-purchase flows, abandoned cart recovery, review and referral requests, win-back campaigns, and subscriber broadcasts
• Build an occasion-led reminder calendar covering Raksha Bandhan, Diwali, weddings, birthdays and anniversaries, so we reach the customer before they start looking
• Re-engage corporate clients ahead of their annual gifting cycle. A repeat Diwali order is the cheapest revenue we have
• Grow and nurture the subscriber base across email and WhatsApp, and keep list health, opt-ins, and unsubscribes clean
• Test subject lines, offers, timing, and message formats, and keep what works

Analytics & Reporting

• Track conversion rate, AOV, repeat purchase rate, and pipeline value
• Monitor campaign performance across email and WhatsApp: open, click, reply, and conversion rates
• Analyse lost and stalled deals for patterns we can fix
• Deliver a concise weekly and monthly report on enquiries, conversions, retention, and outstanding payments, with recommendations, not just numbers

REQUIREMENTS

Must-have

• 2+ years in inside sales, client servicing, key accounts, CRM, or retention, ideally with a premium D2C or consumer brand
• Strong written English and Hindi. You can write a WhatsApp reply that sounds warm and a quotation email that sounds professional
• Comfort with numbers. You can build and read a performance report and defend what you'd change
• Proven ability to follow up on payments without damaging the relationshipOrganised and self-driven. You run your own pipeline and calendar without remindersConfident on video calls and in client meetingsStrong Excel or Google Sheets skills

  Good to have

  • Experience in silver, gold, jewellery, or the corporate gifting industry
  • Working knowledge of Shopify
  • Working knowledge of Zoho Books
  • Experience running email or WhatsApp marketing campaigns (Klaviyo, Mailchimp, Interakt, WATI, or similar)
  • Exposure to B2B or bulk order handling, including quotations and customisationAn eye for gifting presentation and premium brand tone