Senior Manager - Customer Relationship Management (Digitalization)

Senior Manager - CRM

Job Title: Sr. Manager –CRM(Digitalization)
Location: Powai, Mumbai
Department: Customer Relations / Customer Experience

Role Overview:
The role is responsible for driving execution excellence in all customer interactions, ensuring adherence to company standards, and building a high-performance, customer-focused culture. This position will digitalization of CRM processes.

Key Responsibilities

1. Customer Interaction Governance

• Ensure execution excellence and adherence to process SOPs and customer experience benchmarks in all interactions.
• Conduct regular governance and quality audits (calls and emails) to evaluate compliance and identify improvement areas.
• Share audit findings with respective RMs and ensure timely corrective actions are implemented.

2. Coaching & Mentoring

• Provide one-on-one coaching to RMs based on audit results to address behavioural and communication gaps.
• Guide team members towards best practices, improving frontline performance and service quality.

3. Soft Skills & Culture Building

• Lead cultural transformation initiatives that embed company values into everyday customer-facing communication.
• Design and deliver soft skills interventions to enhance professionalism and reduce customer escalations.

4. Learning & Development

• Draft standard response templates for common customer queries to maintain consistency in CC team responses.
• Partner with the Training team to design content for New Hire (NH) onboarding and Training Needs Identification (TNI) programs.
• Facilitate New Hire Training sessions to ensure smooth onboarding and alignment with company standards.
• Collaborate with project teams to strategize and prepare customer communication for construction updates in line with milestones.

Key Skills & Competencies

• Strong understanding of customer experience governance and quality frameworks.
• Excellent communication, coaching, and mentoring skills.
• Proven ability to identify training needs and develop impactful L&D content.
• Strong problem-solving and conflict resolution skills.
• Ability to drive culture-building initiatives and foster team engagement.