Customer Relationship Manager Executive

Job description

Role Details:

Location: Mumbai

Experience: 13 years

Function: Marketing & Customer Experience

Preferred Background: Marketing with knowledge of customer service and hands-on experience in marketing automation

About the Role:

We are looking for a Pre-Visit Engagement & Automation Executive who will own and manage all pre-visit customer engagement. You will work across multiple platforms (Instagram, website chatbot, phone, WhatsApp, etc.) to ensure every customer lead gets a fast, helpful, and personalized responseeither automated or manual.

This is a hands-on role where you will first handle responses manually, understand patterns, and then build smart automation journeys to reduce response time and increase appointment bookings.

What will you do

Manage leads from all sources WhatsApp, Instagram, website chat, IVR

Respond to all queries promptly, ensuring fast turnaround and a great customer experience.

Handle all queries manually at first, understand customer needs, and then build automated journeys using tools CRM automation tools like Zoho/Hubspot/Whatsapp Business API

Monitor the funnel and ensure high lead-to-appointment booking/visit conversion rates.

Work closely with marketing and sales teams to ensure seamless messaging and handover.

What will you do

MBA Marketing/Sales, Mass Communication, or a related field.

13 years of experience in CRM, customer service, or marketing automation.

Hands-on experience with platforms like WATI, HubSpot, Zoho, or similar.

Strong written and verbal communication skills in English (additional Indian languages is a plus).

Quick response time and ability to multitask across different communication platforms.

Understanding of chatbot scripting, automation flows, and logic building.

Good to Have:

Quick learner and proactive in troubleshooting customer issues.

Detail-oriented with a customer-first mindset.

Empathetic, clear communicator with a passion for tech-enabled customer journeys.

• Familiarity with jewelry or lifestyle brands is a plus but not mandatory.