Customer Relationship Management Manager

Department: Customer Relationship Management (CRM)

Location: Bengaluru, Karnataka

Reports To: CEO

Experience: Minimum 5 years, with at least 3 years in a CRM, customer experience, or dealer-relations leadership role

Qualification: Bachelors degree in marketing, Business Administration, Information Technology, or

Preferred: MBA in a related field

About KisanKraft: KisanKraft Limited is a Bengaluru-headquartered agricultural equipment and power tools company, serving farmers across India through a dealer network of 5,000+ and exporting to 16+ countries worldwide. Our 46-acre manufacturing facility in Nellore anchors a business built on reliability, innovation, and farmer-first thinking.

• As we scale our reach and deepen our farmer and dealer relationships, we are looking for a CRM Manager to lead the systems, processes, and people that keep our customers and channel partners at the center of everything we do.

Role Summary

The CRM Manager owns the development, execution, and continuous refinement of KisanKrafts multi-channel Customer and Dealer Relationship Management function — from lead management and complaint resolution to loyalty, retention, and dealer-engagement programs.

• This is a hands-on, cross-functional role that requires strong project management, process discipline, data fluency, and the ability to work closely with Sales, IT, Branding, and Product teams to ensure every farmer and dealer interaction reflects KisanKrafts standards of trust and service.
• You will need to set an example to other members of the CRM team.

What Were Looking For

• Strong project management and organizational skills, with the ability to juggle multiple CRM workstreams simultaneously.
• Comfort with CRM tools, dealer/customer databases, and basic data analysis; exposure to web/app analytics is a plus.
• Excellent written and verbal communication skills; multilingual ability (including regional Indian languages, Hindi, and English) is a strong advantage.
• A process-oriented, farmer- and dealer-first mindset, with the ability to work cross-functionally with Sales, IT, Branding, and zonal teams.
• Prior experience in agri-equipment, industrial products, FMCG, or a dealer/distributor-led business is preferred.

Key Responsibilities

1. Customer & Dealer Relationship Management

• Own the end-to-end enquiry pipeline generated from website, calls, emails, social media, print, IndiaMART, exhibitions, and other sources — connecting with leads accurately and promptly. Afterwards routing the potential leads to the relevant sales team across India or to e-commerce purchase.
• Manage resolution of customer and dealer complaints by coordinating with the relevant service and sales personnel and tracking cases through to closure.
• Maintain and continuously update dealer master data and sales-team employee data, ensuring accuracy across all CRM and reporting systems.
• Continuous customer engagement through seasonal greetings, dealer offers/discount communications, social media leads follow-up, and other company announcements to dealers and employees through appropriate channels.

2. Sales Enablement & Lead Conversion

• Perform the first-level screening of incoming enquiries/leads to assess genuineness and purchase potential before routing them to the relevant sales team.
• Support the sales team in converting enquiries to closed sales through structured daily follow-ups, reminders, and lead-nurturing cadences.
• Track lead-to-conversion funnel performance and flag drop-off points to Sales leadership for corrective action.
• Drive initiatives to increase e-commerce purchase conversion and repeat online orders from dealers and customers.
• Manage paid communication and campaigns to dealers and customers for promotions, product updates, and service alerts.

3. CRM Systems, Data & Analytics

• Analyze CRM team performance and productivity — enquiry volumes, response times, resolution rates, conversion rates — and maintain an up-to-date performance tracker/dashboard.
• Work with the Branding and IT teams to keep e-commerce lead and customer data clean and accurate.
• Own implementation and ongoing maintenance of CRM-related IT projects, including periodic upgrades and issue resolution.
• Coordinate with IT teams to update and design inhouse CRM system.

4. Training & Content Development

• Create and maintain user manuals for KisanKraft products, keeping content current as the product portfolio evolves.
• Develop training content on agricultural products and power tools.
• Localize training and customer-facing content into regional and other country languages to serve KisanKrafts pan-India and global dealer and farmer base.

5. Branding & Marketing Support

• Provide coordinated support to the Branding, Marketing and Sales team on farmer events, exhibitions, and campaigns to improve customer engagement.

Travel: Occasional travel is required to visit exhibitions, dealers, customers, farmer events, and branches across India.

How to Apply: Please email your resume to [HIDDEN TEXT] with the subject line CRM Manager – Application.