Manager - Customer Relationship Management (CRM)

Shree Additives Pharma and Food Pvt. Ltd. · India

About Shree Additives:

Shree Additives is a rapidly growing Indian food ingredient company specializing in the development and manufacturing of customized seasoning systems, spice blends, and functional ingredient solutions for the food processing industry. For over three decades, we have partnered with leading food manufacturers to deliver innovation-led ingredient solutions across applications such as snacks, dairy, bakery, ready-to-eat foods, beverages, and culinary products.

Our state-of-the-art manufacturing facility near Ahmedabad, operational since October 2024, and our fully equipped application and product development laboratories enable us to collaborate closely with customers on product development, flavour innovation, and scalable ingredient solutions. Today, our solutions support many well-known food and dairy brands across India, helping them bring successful products to market faster.

Our mission is to become one of India’s leading specialty ingredient companies, recognized for innovation, reliability, and long-term customer partnerships.

Shree Additives is looking for a dynamic Customer Relationship Management (CRM) Manager for building and strengthening the seasoning category as a strategic growth pillar for the organisation.

If you enjoy building relationships with food manufacturers, solving challenges, and driving business growth in the B2B ingredients space and want to contribute to the growth of a dynamic ingredient company working with some of the country’s most exciting food brands, this opportunity could be the right next step in your career.

Why This Role Matters:

The Manager – Customer Relationship Management is responsible for leading the end-to-end customer service and order management function, ensuring seamless order fulfilment and an exceptional customer experience. The role serves as the key interface between customers and internal stakeholders, driving timely order execution, effective issue resolution, and high service standards.

The position plays a critical role in strengthening cross-functional collaboration across Sales, Production, Planning, Warehouse, Finance, Quality, and Supply Chain teams while leveraging SAP, CRM systems, data analytics, and process automation to enhance operational efficiency and customer satisfaction. By driving process excellence, digital transformation, and continuous improvement, the CRM Manager contributes to customer retention, operational performance, and sustainable business growth.

Key Responsibilities

• Lead the end-to-end Customer Relationship Management (CRM) function, ensuring seamless order fulfilment and exceptional customer experience.
• Manage the complete order lifecycle, including order processing, tracking, delivery coordination, complaint resolution, returns, and after-sales support.
• Act as the single point of contact for customers, ensuring timely resolution of queries and escalations.
• Collaborate with Sales, Production, Planning, Warehouse, Logistics, Finance, Quality, and Supply Chain teams for efficient order execution.
• Lead the implementation, enhancement, and optimization of SAP/CRM modules, ensuring effective system adoption, process standardization, and automation.
• Drive digital transformation initiatives such as barcode tracking, digital POD, workflow automation, dashboards, and customer self-service solutions.
• Develop and standardize CRM SOPs, service processes, and customer communication protocols.
• Monitor and analyze KPIs, MIS, and dashboards (Service Levels, Customer Complaints, TAT, Order Accuracy, CSAT) to drive business decisions.
• Identify process improvement opportunities and lead continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Lead, mentor, and develop the CRM team through performance management, training, and capability-building initiatives.
• Ensure data accuracy, statutory compliance, documentation standards, and adherence to company policies.
• Build strong customer relationships and support business growth through proactive engagement and service excellence.

Ideal Candidate

• 7–15 years of experience in CRM or Customer Service, preferably in a B2B environment.
• Strong working knowledge of SAP, CRM systems, MIS reporting, and Microsoft Excel.
• Proven experience in customer complaint resolution.
• Demonstrated ability to lead, train, and develop CRM teams while driving cross-functional collaboration.
• Analytical, customer-centric, and process-driven professional with strong problem-solving, communication, and stakeholder management skills.
• Demonstrated experience in leading and developing a team of 4–7 members, with a focus on performance management, coaching, and operational excellence.

Why Join Us:

At Shree Additives, you will have the opportunity to:

• Work with leading food manufacturers across India

• Gain exposure to multiple food categories including snacks, dairy, bakery, and beverages

• Collaborate with experienced team

• Grow with a company that is investing heavily in innovation, manufacturing, and customer partnerships

We are building a team that wants to shape the future of the food ingredients industry in India.

Interested in Joining Us?

If you are excited about working in the fast-growing food ingredients industry , we would love to hear from you.

Apply via LinkedIn or share your resume at: hr@shreeadditives.com