CRM Manager

About the role

Fabritual and Fabdivine LLC are premium home dcor brands specializing in handcrafted block-printed textiles, curtains, Roman shades, pillow covers, table linens, fabrics, and custom-made home furnishings. Our primary customer base is in the United States on online marketplaces. Job Summary -- We are looking for a customer-focused and proactive CRM Executive to manage customer relationships, handle inquiries from US customers, convert leads into sales, resolve customer issues, and build long-term customer loyalty. The ideal candidate should have excellent written and verbal English communication skills, a strong understanding of customer relationship management, and the ability to coordinate with multiple teams to ensure an outstanding customer experience. Roles & Responsibilities The CRM Executive will be responsible for responding to customer inquiries received through email, chat, and other communication channels in a timely and professional manner. The candidate should understand customer requirements, recommend suitable products, prepare quotations for custom orders, and convert inquiries into successful sales. They will maintain regular follow-ups with potential customers, nurture leads, and ensure no sales opportunity is missed. The role involves resolving customer complaints, handling order-related concerns, coordinating with the production, logistics, and operations teams to provide timely updates, and ensuring customer issues are resolved efficiently. The CRM Executive will also process returns, replacements, refunds, and after-sales support while maintaining high customer satisfaction. The candidate will manage the customer database, maintain accurate CRM records, track customer interactions, and prepare daily and weekly reports related to leads, conversions, and customer engagement. They will identify opportunities to improve customer retention and recommend strategies to increase repeat purchases. The CRM Executive will also be responsible for pl

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