ABOUT US

MO DESIGNS PVT. LTD., established in 2003, based in Sector 56, Gurgaon, is a premium home furnishing, décor, and interior design company offering custom-made furniture, soft furnishings, and complete interior solutions blending timeless style and modern comfort.

JOB SUMMARY

We are seeking an experienced and proactive CRM Head to lead and manage the entire Customer Relationship Management function at MO Designs. The CRM Head will supervise all CRM executives, ensure superior customer satisfaction, streamline follow-ups, maintain data accuracy, resolve escalations, and ensure a seamless post-sales experience from order placement to payment collection, installation, feedback, and referrals.

KEY RESPONSIBILITIES

1. Team Leadership & Process Ownership

- Lead, supervise, and guide the CRM team.

- Create SOPs for CRM activities, feedback calling, and escalation handling.

- Ensure timely execution of all CRM tasks.

2. Client Satisfaction & After-Sales Service

- Ensure excellent after-sales service.

- Oversee client cycle from order receiving → installation → feedback → referrals.

- Ensure collection of true feedback.

3. Escalation & Complaint Resolution

- Act as senior escalation point.

- Ensure timely routing and resolution of complaints.

- Monitor service quality and take corrective action.

4. CRM Data & System Management

- Ensure CRM database accuracy.

- Manage customer segmentation.

- Improve CRM process for smooth sales collaboration.

5. Lead Follow-Up & Conversion Oversight

- Track all leads and team follow-ups.

- Guide team in nurturing and converting leads.

6. Customer Feedback & Relationship Building

- Drive customer happiness initiatives.

- Generate repeat business and referrals.

7. Reporting & Decision Support

- Review CRM reports.

- Share insights with management.

KEY REQUIREMENTS

- 5–10 years’ experience in CRM or customer support.

- Strong leadership and communication skills.

- Familiarity with CRM tools/portals.

- Polite, patient, well‑groomed, and proactive personality.