CRM Manager

Roles & Responsibilities – CRM ManagerReports to: Nakul Team: 2 CRM Executives below CRM Manager The CRM Manager will lead and manage the Customer Care team and ensure exceptional customer experience across all channels. The role requires strong communication skills, process-oriented thinking, and a proactive approach to improving customer satisfaction and operational efficiency. 1. Team Leadership & DevelopmentLead, mentor, and supervise a team of junior customer care executives. Conduct regular training and upskilling sessions to enhance product knowledge, communication, and problem-solving capabilities. Ensure each team member fully understands their roles and responsibilities. Maintain a detailed Training Tracker (agenda, points discussed, CAPA, follow-up items). Conduct weekly performance evaluations using a Weekly Evaluation Tracker. Provide constructive feedback and guidance for continuous improvement. Foster a positive and customer-focused team culture. 2. Process Management & SOP CreationDevelop, update, and implement SOPs for all customer care processes to ensure consistency and efficiency. Identify gaps or recurring issues and implement corrective actions. Continuously review and refine customer service processes to improve customer satisfaction and reduce errors. Maintain an Error Tracker for complaints received and ensure timely resolution. 3. Customer Interaction OversightEnsure the team promptly responds to customers across all platforms including: WhatsApp chats Instagram DMs Instagram comments Google Business messages Email, website chat, or any other customer touchpoints Monitor response times and ensure SLAs are consistently met. Oversee quality and tone of communication to ensure brand-consistent, empathetic, and solution-oriented replies. Handle escalated customer issues directly when required. 4. Product & Process KnowledgeMaintain deep knowledge of every SKU, product attributes, common queries, and resolution processes. Ensure the team is equally well-versed with product specifications, policies, and service standards. Stay updated with new launches, packaging changes, order processes, and backend updates. 5. Platform & Tool ManagementBe fully aware of all CRM tools, platforms, and dashboards used by the team. Ensure the team uses systems correctly and follows defined workflows. Track ticket statuses, pending queries, unresolved chats, and ensure timely closure. Generate regular reports on customer interaction volumes, trends, and service performance. 6. Cross-Functional CoordinationCoordinate closely with the Operations team to resolve order-related issues efficiently. Raise concerns related to dispatch delays, damages, inventory gaps, or order discrepancies. Follow up with internal teams to ensure bottlenecks are cleared and customer experience is not compromised. Communicate customer feedback to relevant departments for product/quality/process improvements. 7. Reporting & AnalyticsPrepare weekly and monthly performance reports for management review. Highlight key customer issues, patterns, and actionable insights. Maintain data on repeated complaints, turnaround times, and pending resolution cases. Track customer satisfaction metrics (CSAT/NPS) where applicable and present improvement strategies. 8. Quality Control & ComplianceEnsure every message, response, and resolution adheres to company standards. Implement quality checks on team responses to maintain consistency. Ensure confidentiality of customer data and adherence to data protection guidelines. 9. Escalation & Crisis ManagementManage difficult customer scenarios and provide timely solutions. Escalate critical issues to the concerned department and follow up until resolved. Maintain composure and professionalism during high-pressure or high-volume periods. 10. Continuous ImprovementProactively identify areas for service enhancement. Recommend process automation, workflow improvements, and resource optimization. Keep updated with industry best practices and incorporate them into the team’s processes.