CRM & customer experience executive

Company: TabchilliLocation: Dubai, UAEEmployment Type: Full-timeRole OverviewTabchilli is looking for a driven, organised and commercially focused CRM & Customer Experience Executive.This is not a passive customer service role. Your main responsibility is to manage customer conversations, follow up on leads and convert enquiries into sales across WhatsApp, Instagram, ManyChat, Shopify and other customer channels.You will ensure every lead is answered quickly, properly followed up and accurately recorded.Key ResponsibilitiesCustomer Communication & Sales* Respond to customer enquiries across WhatsApp, Instagram, ManyChat, email and Shopify.* Maintain a target response time of less than 30 minutes during working hours.* Understand customer needs and recommend the right products, bundles or workshops.* Follow up on open conversations and incomplete purchases.* Convert product, workshop and event enquiries into confirmed sales.* Handle customer concerns professionally and protect the Tabchilli customer experience.CRM Management* Manage and update customer records in ManyChat and Zoho CRM.* Tag leads accurately based on customer interest, status and next action.* Maintain a clean and organised sales pipeline.* Assign follow-up dates and ensure no qualified lead is forgotten.* Move larger B2B, corporate and partnership opportunities into Zoho CRM.* Track lead source, conversion status and reasons for lost sales.Retention & Follow-Up* Follow up on abandoned carts and uncompleted workshop bookings.* Contact previous customers for repeat purchases and relevant offers.* Support review requests, feedback collection and customer win-back campaigns.* Identify opportunities to increase average order value through bundles, subscriptions and add-ons.* Re-engage customers who have not purchased recently.Reporting* Prepare daily and weekly reports covering: * Number of new enquiries * Response time * Follow-ups completed * Sales conversions * Lost leads * Revenue generated * Customer complaints and recurring issues* Share customer feedback and common objections with management.* Highlight urgent leads, operational issues and sales opportunities.Coordination* Coordinate with operations, delivery, workshops, finance and production teams.* Confirm product availability, delivery status and workshop capacity.* Escalate complaints or complex cases quickly.* Ensure accurate information is communicated to customers.Performance TargetsPerformance will be measured through:* Response time* Lead-to-sale conversion rate* Follow-up completion rate* Revenue generated* Number of leads left without action* CRM data accuracy* Customer satisfaction* Repeat purchase rate* Workshop booking conversion* Average order valueCandidate Requirements* Minimum 1–2 years of experience in CRM, telesales, customer service, e-commerce or inside sales.* Strong written and spoken English.* Confident communicating through WhatsApp and Instagram.* Sales-focused and comfortable asking for the order.* Highly organised with strong attention to detail.* Able to manage multiple customer conversations simultaneously.* Comfortable using CRM software, Shopify and digital communication tools.* Reliable, disciplined and proactive with follow-ups.* Experience in food, wellness, hospitality, retail or e-commerce is an advantage.* Arabic is an advantage but not mandatory.Ideal ProfileYou are:* Fast and responsive* Warm but commercially driven* Persistent without being pushy* Comfortable working with targets* Strong at following systems* Able to take ownership without constant supervision* Focused on closing every genuine sales opportunityWorking PrincipleEvery lead must have an owner, a status and a next action.No customer enquiry should remain unanswered, untagged or without follow-up.