CRM Head

JOB DESCRIPTION: HEAD – CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Role Title: Head – CRM

Function: CRM & Contact Center Operations

Experience: 6 – 8 Years

Domain Split: 60% Production (Conversions) | 40% Services (Support/SLA)

Span of Control: 8 – 20 Telecallers (with TL Layer)

Location: Gurugram, Haryana

Role Overview

The Head – CRM will steer and scale the end-to-end customer relationship and contact center operations across both outbound conversion/production (60%) and inbound service/retention (40%) functions. Operating out of Gurugram, this role assumes full accountability for driving floor productivity, achieving SLA benchmarks, eliminating lead leakage, standardizing SOPs, and coaching a team of 8 to 20 telecallers to deliver exceptional business throughput and customer lifetime value.

Key Responsibilities & Deliverables

Production & Conversion Leadership (60% Weightage)

· Lead Funnel Management: End-to-end ownership of the inbound and outbound lead lifecycle, ensuring strict <15-minute first turnaround time (TAT), zero lead leakage, and rigorous follow-up cadences across all acquisition channels.

· Sales & Conversion Drive: Drive aggressive conversion % targets by coaching executives on pitch delivery, objection handling, pricing negotiations, and customer trust building.

· Active Floor Governance: Conduct regular call barging, whisper coaching, live call audits, and mandatory daily morning huddles to instill target discipline and sales rigor across the floor.

· Script & Pitch Refinement: Continuously evaluate objection patterns (pricing, trust, competitor comparison) and update calling scripts, counter-objection frameworks, and FAQ documents to lift close rates.

Service Excellence, Retention & SLA Delivery (40% Weightage)

· SLA & TAT Governance: Enforce strict adherence to resolution SLAs, First Contact Resolution (FCR), Average Handling Time (AHT), and turnaround times on customer grievances and queries.

· Quality Benchmarking: Implement rigorous call/chat auditing standards targeting 90%+ audit quality benchmarks; identify systemic compliance or communication gaps through Root Cause Analysis (RCA).

· Lifecycle & Retention Programs: Formulate retention workflows, lost/dormant lead re-engagement cadences, and referral programs to boost CSAT, Customer Lifetime Value (CLV), and Net Promoter Scores (NPS).

· Cross-Functional Operations: Partner seamlessly with operations, fulfillment, warehouse/branch teams to troubleshoot operational bottlenecks and preserve customer trust.

Team Management, Productivity & People Development

· Workforce & Capacity Planning: Design monthly and weekly caller rosters, capacity models, seat allocation, shrinkage mitigation, and login adherence schedules for 8–20 telecallers.

· Ramp-Up & Training Enablement: Accelerate new-hire speed-to-productivity (NHT and OJT) using structured standard training modules, FAQs, and mock scenarios, cutting induction ramp-up days.

· Performance Management: Establish transparent KRAs/KPIs; institute structured Performance Improvement Plans (PIPs) and supportive coaching paths for underperformers while recognizing high achievers.

· Floor Motivation & Culture: Design and implement daily/weekly incentive contests, recognition programs, and floor energy drivers to minimize churn and foster a high-performance environment.

Process Standardization, CRM Tools & Executive MIS

· SOP Architecture: Document, maintain, and enforce SOPs across calling scripts, disposition codes, customer escalation trees, and database hygiene.

· Dialer & CRM Administration: Optimize automated dialers, IVR routing, lead allocation logic, call recording mechanisms, and CRM workflows to maximize talk time and connectivity.

· Executive MIS & Analytics: Deliver comprehensive daily, weekly, and monthly MIS dashboards highlighting lead-to-conversion rates, SLA adherence, dialer efficiency, caller productivity, quality audit scores, and agent attrition.

Candidate Profile & Qualifications

· Total Experience: 6 to 8 years of solid experience in CRM, contact center operations, or inside sales/customer success management, with at least 2–3 years leading a team.

· Balanced Capability: Demonstrated track record of handling both high-velocity conversion/outbound operations (production side) and structured grievance/inbound SLA governance (services side).

· Operational Leadership: Proven experience managing 8 to 20 telecallers, including workforce scheduling, shrinkage control, new-hire onboarding, and performance management.

· Training & Coaching Acumen: Skilled in structured coaching, conducting call quality audits, and building objection-handling frameworks that directly translate into measurable conversion gains.

· Analytical & Technical Skills: Hands-on proficiency with CRM software, auto-dialers (predictive/progressive), IVR systems, and MS Excel dashboards for daily executive MIS generation.

· Education: Bachelor’s degree required; MBA, Post-Graduate diploma, or certifications in Training/Quality (e.g., TTT, Six Sigma) are strong advantages.

Pay: ₹60,000.00 - ₹80,000.00 per month

Benefits:

• Leave encashment
• Provident Fund

Application Question(s):

• How many years of experience do you have in CRM/ Inside Sales Operations?
• What is the maximum no. of telecallers you have managed directly?
• Have you handled lead management, follow-ups, and conversion targets?
• Have you worked with CRM software and automated dialers?
• Have you managed customer service SLAs, grievances, and escalations?
• How many years of experience do you have in Team management?

Work Location: In person