Customer Relationship Management Crm Jobs in Gurugram

Job Title: Operations & Customer Experience Manager

Location: Gurugram

Job Type: Full-time

Role Overview

We are looking for a highly organized and data-driven Operations & Customer Experience Manager to oversee last-mile logistics and customer support operations. The ideal candidate will ensure seamless delivery and pickup processes, resolve customer escalations, improve operational efficiency, and collaborate with cross-functional teams to deliver an exceptional customer experience.

Key Responsibilities

• Monitor daily operations, including dispatch, deliveries, and pickups.
• Manage customer complaints (FIRs) and ensure timely resolution.
• Track operational metrics and analyze reports to identify process improvements.
• Handle high-priority customer escalations and consumer complaints.
• Lead and coach the customer support team, ensuring productivity and service quality.
• Coordinate with Warehouse, Tech, Finance, and Marketing teams to resolve operational issues.
• Maintain operational discipline by monitoring attendance, reporting, and performance.
• Drive process improvements to reduce recurring issues and enhance customer satisfaction.

Required Skills & Qualifications

• 4–8 years of experience in Operations, Customer Experience, or Logistics.
• Strong analytical and reporting skills.
• Experience handling customer escalations and service recovery.
• Excellent cross-functional coordination and leadership abilities.
• Strong problem-solving and decision-making skills.
• Proficiency in Excel and CRM/Operations management tools.
• Excellent communication and stakeholder management skills.

Hiring: Sales & Marketing Executive

Location: Gurgaon (Work from Office)

Working Days: Rotational Week-offs

Job Responsibilities:

• Welcome customers and understand their furniture requirements.
• Guide customers through the experience store and explain products and services.
• Follow up on leads via calls, emails, WhatsApp, and referrals.
• Manage leads and update CRM regularly.
• Explain pricing, customization options, and the design process.
• Coordinate with the design and production teams for smooth order execution.
• Conduct field marketing activities in residential societies, including pamphlet distribution and branding initiatives.
• Achieve monthly sales targets and generate store footfall.

Eligibility:

• Bachelor's degree (Any Graduate/Post Graduate, BBA, Marketing, Hotel Management, Technical Background, or related field).
• Strong communication and interpersonal skills.
• Customer-focused with a sales mindset.
• Ability to achieve targets and work in a fast-paced environment.
• Basic knowledge of lead management/CRM is preferred.
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What We Offer:

• Opportunity to work with a premium luxury furniture brand.
• Hands-on experience in sales, marketing, and client relationship management.
• Career growth and learning opportunities with experienced professionals.