Manager CRM

Role Overview

We are seeking an experienced and dynamic Assistant Manager / Manager CRM to lead CRM initiatives and act as a key link between the IT-CRM function and the Sales team. The ideal candidate will have hands-on experience in CRM platforms, customer lifecycle management, sales coordination, and post-sales support functions. A strong analytical mindset, customer-first attitude, and ability to thrive in a fast-paced environment are essential.

Key Responsibilities

• Manage and oversee CRM system operations, ensuring alignment with sales and marketing goals.
• Coordinate with the sales team for lead management, sales tracking, and post-sales processes.
• Design, implement, and manage workflows, automations, and campaigns using CRM tools (e.g., Web Engage, Clever Tap, etc.).
• Handle customer onboarding processes welcome calls, documentation checks, CRM booking entry, and allotment letters.
• Manage and optimize
• systems for:
• Lead & Sales Management
• Dealer Portal
• Complaint & Ticket Management
• Loyalty Program Apps
• Mobile Applications
• Expense Management

• Develop and maintain dashboards, reports, and BI insights for performance tracking and management.
• Ensure prompt and efficient resolution of customer queries and issues.
• Generate collection MIS reports and share insights with the management team.
• Assist stakeholders in CRM process design, business architecture, and implementation strategy.
• Contribute to CRM platform development and customization, ensuring user adoption and training.
• Collaborate cross-functionally to drive a customer-centric culture and improve CRM efficiency.
• Understand business needs and offer scalable CRM solutions using platforms such as Salesforce (SFDC).
• Provide leadership and mentoring to junior developers and support staff on CRM development and best practices.
• Execute testing, user acceptance, and change management processes effectively.

Desired Skills & Attributes

- Proven experience in CRM, customer success, or engagement roles, preferably in subscription-based businesses or start-ups.

- Hands-on experience with CRM tools like Salesforce, WebEngage, CleverTap, etc.

- Proficiency in setting up CRM workflows, automation, and customer journeys.

- Strong analytical skills with the ability to interpret data and drive strategic decisions.

- Basic knowledge of SAP and system integrations is an advantage.

- Ability to create and interpret process flowcharts and activity diagrams.

- Excellent communication (written & verbal) and interpersonal skills.

- Strong problem-solving skills with a customer-centric approach.

- Team-oriented with the ability to work across departments in a fast-moving environment.

- Experience in leading CRM implementations and user training programs.

- Adaptable and proactive, especially in a dynamic, start-up-like environment.

Qualifications

- Any Engineering degree required;

CRM