Senior CRM

About Supra Craft Packaging (P) Ltd. \& Role Context: Incorporated in 1991, Supra Craft Packaging (P) Ltd. is an established industrial packaging manufacturing enterprise with manufacturing facilities in Bhiwadi, Delhi NCR. We specialize in high\-quality Corrugated Boxes, Offset Printed Product Boxes, Paper Mailers and Paper Shopping Bags across North India with serious Pan India and Global aspirations. We are seeking a seasoned Senior CRM Executive to take charge of corporate client relationship management, CRM software pipeline management, and cross\-functional operations between our Gurgaon corporate branch and Bhiwadi manufacturing plants. The role entails managing strategic accounts, driving client retention, resolving high\-impact escalations and supervising junior CRM associates. **Key Roles \& Responsibilities** Strategic Key Account Management: Oversee high\-volume B2B enterprise accounts; lead relationship touchpoints, periodic client review meetings and SLA tracking. CRM Architecture \& Pipeline Oversight: Administer CRM software systems (e.g., Zoho CRM, Salesforce, ERP); standardize client data hygiene, track sales pipelines, and streamline workflow automation. Plant \& Supply Chain Integration: Act as the primary bridge between corporate clients, supply chain teams and the PPC at the Manufacturing plants. High\-Level Escalation Resolution: Address critical complaints regarding quality, custom specs, delivery schedules and billing discrepancies with decisive speed and professionalism. Team Leadership \& Mentorship: Train, monitor, and guide junior CRM executives and customer support staff in best practices, client etiquette and process compliance. Executive MIS \& Analytics: Compile monthly retention metrics, customer satisfaction indices (CSAT), account growth analytics and churn analysis for senior leadership. **Eligibility \& Professional Requirements** Experience: Minimum 5\+ years of extensive hands\-on experience in CRM, Client Relationship Management, or Key Account Servicing (preferably within B2B, packaging, manufacturing, or supply chain industries). Education: Bachelor's degree or higher (MBA / PGDM in Marketing, Operations, or Business Management is an added advantage). CRM \& Software Expertise: Proficiency in leading CRM software (Salesforce, Zoho, HubSpot, or industry ERP systems) alongside advanced Excel skills (VLOOKUP, Pivot Tables, Dashboards). Language \& Communication: Flawless written and oral business communication in English and Hindi; capable of presenting confidently to CXO/procurement heads. Strategic Competencies: Proven negotiation skills, commercial acumen, conflict resolution capabilities and empathetic leadership with clear accent on client retention and enhancing the business relationships with sensitive business analytics.

Pay: ₹30,000\.00 \- ₹70,000\.00 per month

Benefits

• Health insurance
• Provident Fund

Work Location: In person