Manager - Client Servicing & Business Development

Craftizen Foundation is a not-for-profit organisation working at the intersection of livelihoods, crafts, inclusion and sustainability. Our flagship Petalists Livelihood Program is a large-scale craft-based vocational training and livelihood initiative for adults with intellectual disabilities, implemented through a growing network of partner organisations across India. At present, this program has 100+ partner organisations in 11 states and we are set to reach 150 centres by year-end. 

Job Title: Manager - Client Servicing & Business Development

Job Summary

We are looking for a proactive and detail-oriented Client Servicing & Business Development Manager to manage the complete customer lifecycle + - from lead generation and inquiry handling to order fulfillment, inventory coordination, and long-term relationship management. The ideal candidate will be comfortable juggling front-end client communication with back-end operational coordination, ensuring a smooth experience for customers at every touchpoint.

Key Responsibilities

1. Lead Generation & Business Development

·      Identify and generate new business leads through calls, emails, referrals, and digital channels

·      Conduct market research to identify potential clients and business opportunities

·      Reach out to prospective clients and pitch products/services

·      Build and maintain a strong sales pipeline

2. Client Servicing & Inquiry Management

·      Respond promptly and professionally to client inquiries via phone, email, and chat

·      Understand client requirements and provide accurate product/service information

·      Key account management for our regular buyers and long term customers

·      Resolve client complaints and escalate complex issues when necessary

·      Build long-term relationships with clients to encourage repeat business

·      Gather client feedback and share insights with the management team

3. Order Management & Inventory Coordination

·      Process client orders accurately and ensure timely execution

·      Coordinate with production teams to track stock availability

·      Monitor inventory levels and flag shortages or discrepancies proactively

·      Ensure timely dispatch and delivery, coordinating with logistics partners

4. CRM management and reports

·      Maintain and update CRM systems with accurate client and lead data

·      Track follow-ups on quotations, proposals, and pending orders

·      Ensure timely follow-up on inquiries to improve conversion rates

·      Generate reports on leads, conversions, sales and client interactions

5. Finance & Documentation

·      Ensure client billing is done on time

·      Ensure all order management SOPs and documentation is maintained

·      Coordinate with finance team for receivables and payables on a monthly basis

·      Ensure smooth communication flow to avoid delays or errors in order processing

·      Support cross-functional teams with client-related data and updates

Required Skills & Qualifications

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

·      1–4 years of experience in client servicing, sales coordination, and business development

·      Proficiency in CRM tools (e.g., Tech for Social Goods) and MS Office/Excel

·      Strong communication and interpersonal skills

·      Excellent organizational skills with the ability to multitask

·      Basic understanding of inventory/order management systems (ERP experience a plus)

·      Problem-solving mindset with a customer-first approach

Key Performance Indicators (KPIs)

·      Lead-to-conversion ratio

·      Order accuracy and turnaround time

·      Client satisfaction/retention rate

·      CRM data accuracy and follow-up compliance

·      Inventory discrepancy resolution time