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Job Description: CRM Team Leader · Company: Vinayak Enterprises · Location: Jhilmil, Delhi · Employment Type: Full-time, On-site · Department: Customer Relations Company Overview Established in 2015, Vinayak Enterprises is a New Delhi-based manufacturing company specializing in high-quality aluminium wire rod production through advanced recycling of scrap metal. With roots dating back to 1995, we are committed to sustainability, precision, and excellence in serving the electrical and industrial sectors. Our vision is to become a leading brand recognized for superior quality and responsible manufacturing. Position Summary We are seeking a proactive and experienced CRM Team Leader to head our Customer Relationship Management (CRM) operations. This role is central to building strong client relationships, streamlining communication processes, and enhancing overall customer satisfaction. The ideal candidate will manage a dynamic CRM team, coordinate with internal departments, and drive initiatives that improve the customer experience and retention. Key Responsibilities CRM Strategy Execution: Implement and manage CRM strategies that align with business goals and customer satisfaction benchmarks. Team Management: Lead, train, and mentor a team of CRM executives to ensure timely, accurate, and courteous communication with customers. Customer Engagement: Monitor and optimize the customer journey, responding to inquiries, resolving complaints, and identifying opportunities for added value. System Oversight: Oversee the CRM software usage, ensure data accuracy, and coordinate with IT for system improvements or troubleshooting. Data Analysis & Reporting: Generate and analyze customer interaction reports, identify trends, and share insights with senior management for decision-making. Cross-Functional Collaboration: Coordinate closely with sales, marketing, dispatch, and production teams to ensure a seamless customer experience. Customer Feedback Loop: Develop and manage systems for gathering and analyzing customer feedback to drive continuous service improvement. Qualifications & Skills Education:Bachelor’s degree in Business Administration, Marketing, Communication, or a related field. Experience & Skills: · 5 years of experience in customer service, CRM, or client relationship management. · 1-2 years in a team leader or supervisory role. · Proficiency in CRM software (e.g., Zoho, Salesforce, HubSpot, or equivalent). · Strong communication, interpersonal, and problem-solving skills. · Excellent organizational skills and the ability to handle multiple priorities. · Experience in a manufacturing or industrial B2B environment is a plus. · Strong data interpretation and reporting abilities. · Ability to build long-term customer relationships and maintain high service standards.
