Job Summary
The CRM Manager is responsible for managing customer relationships, ensuring high levels of customer satisfaction, handling customer queries and complaints, monitoring CRM team performance, and implementing strategies to improve customer retention and service quality.
Key Responsibilities
Customer Relationship Management
- Develop and maintain strong relationships with customers.
- Ensure prompt resolution of customer queries, complaints, and concerns.
- Monitor customer satisfaction levels and implement improvement initiatives.
- Conduct regular follow-ups with customers to enhance engagement and retention.
Team Management
- Lead, supervise, and motivate the CRM team.
- Assign tasks and monitor daily team performance.
- Conduct regular team meetings, training sessions, and performance reviews.
- Ensure adherence to company policies and customer service standards.
Process & Operations
- Develop and improve CRM processes and service standards.
- Monitor customer interactions and ensure timely closure of cases.
- Maintain accurate customer records and databases.
- Coordinate with Sales, Operations, Admin, and other departments for issue resolution.
Reporting & Analysis
- Prepare daily, weekly, and monthly CRM reports.
- Analyze customer feedback, complaints, and service trends.
- Track key performance indicators (KPIs) such as customer satisfaction, response time, and complaint resolution rates.
- Present recommendations to management for service improvements.
Customer Retention & Growth
- Implement customer retention strategies.
- Identify opportunities for customer engagement and loyalty programs.
- Support business growth by improving the customer experience and relationship management.
Pay: ₹30,000.00 - ₹43,000.00 per month
Benefits:
- Leave encashment
- Provident Fund
Application Question(s):
- How many Years of experience in CRM manager Profile ?
- Can you relocate to gurugram ?
- What is your Current salary per month ?
- Do you have any sales experience ?
Work Location: In person
