CRM Manager

Job Summary

The CRM Head will be responsible for developing and executing strategies to enhance customer satisfaction, improve retention, and drive sales growth through effective relationship management.

The ideal candidate should have a strong sales background with a deep understanding of customer service, business development, and CRM processes. This role involves close collaboration with sales, marketing, service, and operations teams to ensure a seamless customer experience and long-term business growth.

Key Duties & Responsibilities

• Develop and implement CRM strategies to improve customer satisfaction, loyalty, and retention.
• Lead the CRM team to ensure timely and efficient customer communication and support.
• Drive sales growth by analyzing customer data and identifying cross-selling and upselling opportunities.
• Oversee end-to-end customer lifecycle management — from onboarding to post-sale service.
• Coordinate with sales and service teams to ensure prompt resolution of customer issues.
• Monitor customer feedback and implement process improvements to enhance the overall customer experience.
• Establish performance metrics for CRM initiatives and track progress.
• Prepare regular reports on customer satisfaction, sales growth, and retention KPIs.
• Ensure proper usage and optimization of CRM software/tools.
• Train and mentor the CRM team to deliver excellent service and maintain consistent client communication.

Functional Competencies (Key Skills Required)

• Excellent communication skills (written & verbal) in English.
• Proficiency in MS Office (Word, PowerPoint, Excel).

Behavioural Competencies

• Strong communication and interpersonal skills.
• Customer orientation with a service-driven mindset.
• Analytical thinking and data-driven decision-making ability.
• Collaboration and teamwork.
• Initiative and proactiveness.
• Strategic and result-oriented mindset.
• Strong problem-solving skills.
• High integrity and professionalism.
• Adaptability and flexibility.

Job Types: Full-time, Permanent

Pay: From ₹1,100,000.00 per year

Benefits:

• Provident Fund

Work Location: In person