Customer Relationship Management
- Ensure prompt, professional, and effective resolution of customer queries, complaints, and escalations.
- Monitor customer interactions across calls, chats, and emails to maintain superior service quality.
- Manage international calling processes and ensure adherence to global service standards.
- Maintain and update CRM systems with accurate and complete customer data.
2. CRM Strategy Development
- Develop and implement CRM strategies aligned with business objectives to drive customer acquisition, retention, and lifetime value.
- Collaborate with cross-functional teams to enhance customer experience through strategic CRM initiatives.
- Conduct market research and analyze emerging CRM trends, tools, and best practices.
CRM Program & Lifecycle Management
- Oversee planning, execution, and optimization of CRM programs across multiple channels (email, SMS, mobile app, automation tools, etc.).
- Define customer segmentation and personalization strategies to improve engagement and conversions.
- Track and analyze key CRM metrics such as CSAT, NPS, SLA, AHT, conversion rates, churn, and retention.
- Provide data-driven insights and recommendations for continuous optimization.
4. Team Management & Leadership
- Lead and manage 80100 CRM agents supported by 45 Team Leaders, ensuring productivity, service quality, and adherence.
- Supervise, mentor, and motivate Team Leaders and CRM executives shifts.
- Conduct regular performance reviews, coaching sessions, and skill development initiatives.
- Ensure effective shift planning, workforce coverage, and operational continuity.
- Build talent pipelines and succession plans to support long-term team growth.
- Foster a collaborative, high-performance culture focused on customer excellence.
Process, Quality & Compliance
- Ensure compliance with company policies, CRM processes, service protocols, and quality benchmarks.
- Conduct regular audits of CRM logs, communications, and workflows.
- Drive continuous improvement initiatives based on audit findings and performance analytics.
- Ensure data accuracy, integrity, and compliance with applicable regulations (GDPR, CCPA, etc.).
- Work closely with IT teams to ensure seamless CRM system integration and automation.
Reporting, Communication & Stakeholder Management
- Generate and share performance, productivity, and incident reports with senior management.
- Ensure smooth handovers with morning shift counterparts.
- Immediately log and escalate critical incidents, service outages, or customer-impacting issues.
- Partner with Marketing, Sales, Product, IT, and Customer Support teams to align CRM initiatives with business goals.
- Present CRM performance insights and strategic recommendations to leadership.
Customer Feedback, Retention & Loyalty
- Collect, analyze, and act on customer feedback received.
- Identify at-risk customers and implement targeted retention and loyalty programs.
- Improve customer lifetime value through proactive engagement and service recovery strategies.
Preferred Candidate Profile
- Any Graduate / Post Graduate.
- 8+ years of overall experience, with 45 years in a managerial or leadership role.
- Mandatory experience in a product-based company and international calling/process environment.
- Proven experience managing large CRM teams (80100 agents with 34 Team Leaders).
- Strong leadership, communication, and interpersonal skills.
- Hands-on experience with CRM platforms such as Kapture, Zoho, or similar systems.
- Strong analytical, problem-solving, and data-driven decision-making abilities.
- Experience with customer engagement strategies, retention programs, and loyalty management.
- Familiarity with automation tools, contact center workflows, and CRM integrations.
- Excellent stakeholder management, project management, and cross-functional collaboration skills.
- Working Days - Monday to Saturday
