Customer Relationship Management Manager

Customer Relationship ManagementEnsure 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 DevelopmentDevelop 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 ManagementOversee 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 & LeadershipLead and manage 80–100 CRM agents supported by 4–5 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 & ComplianceEnsure 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 ManagementGenerate 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 & LoyaltyCollect, 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 ProfileAny Graduate / Post Graduate.8+ years of overall experience, with 4–5 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 (80–100 agents with 3–4 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

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