CRM Manager

About Meru Life

Meru Life helps active seniors live connected, purposeful lives through best-in-class logistics and fulfilment. We move fast, innovate constantly, and expect every team member to be “all-in.”

Own and scale our customer-service “CRM (Customer Relationship Management)” call-center operation—both inbound and outbound. You’ll spend a significant portion of your week making calls, driving Service Level Agreement (SLA) targets, Customer Satisfaction (CSAT) goals, and continuous process improvements, and you may need to manage third-party agents as they come on board.

This Role Is Not For You If…

- You haven’t personally handled inbound/outbound calls in the last 3 months

- You lack both healthcare and e-commerce customer-service leadership experience

- You need a fully scripted, “follow-the-playbook” environment—this is a start-up

Must-Have (Required to Apply)

- 8+ years leading call-centre or customer-service teams (inbound + outbound)

- Direct hands-on calling experience

- Domain expertise in both healthcare and e-commerce support

- Start-up grit: comfortable scaling processes from zero, wearing multiple hats

Key Responsibilities

- Inbound Operations: Own triage, resolution, and escalations; achieve ≥75% First Contact Resolution (FCR)

- Outbound Engagement: Drive proactive outreach (renewals, feedback, upsells)

- Hands-On Leadership: Pick up the phone yourself—and manage third-party agents when available

- Process & Improvement: Establish Standard Operating Procedures (SOPs); analyse call data; implement fixes

- Cross-Functional: Partner with Product, Operations, and Marketing to act on customer insights