CRM Manager

Role Objective

The CRM will drive customer service excellence, tele-enquiry operations, and process improvements across the assigned business vertical. The role requires basic marketing and CRM exposure to plan and guide customer communication, loyalty initiatives, and engagement handled by the Customer Relationship team.

Key Responsibilities

1. Customer Engagement

 Strengthen customer relationships through proactive communication and reviews.

 Lead and support CREs in customer communication and engagement activities.

 Keep customers informed on offers and service updates.

2. Tele-Operations & Lead Management

 Oversee tele-enquiry, call pickup, missed call return, and lead handling.

 Audit CRE calls for quality and script adherence.

 Train CREs and maintain communication scripts.

 Manage CRM/CTI systems and dashboards.

3. Campaign & Business Growth

 Drive service reminders, appointment bookings, renewals, and follow-ups.

 Drive customer relation related marketing campaigns (WhatsApp/SMS/calling).

 Run customer reactivation and loyalty campaigns.

 Track campaign ROI and improve outcomes.

4. Process Improvement & Audit

 Conduct regular audits of CRE interactions and implement corrective actions.

 Ensure adherence to SOPs, call quality standards, and data hygiene.

 Drive cross-functional initiatives to enhance customer experience.

5. Reporting & Analytics

 Prepare daily/weekly/monthly MIS reports.

 Track key metrics: lead conversion, follow-ups, service appointment ratio, CLV, etc.

 Implement improvement plans based on data insights.

Skills & Competencies

 Strong communication skills in Kannada, English & Hindi (mandatory).

 Customer-centric approach with strong interpersonal skills.

 Basic marketing + CRM knowledge to support customer engagement programs.

 Analytical, training, and team supervision abilities.

 Proficiency in CRM/CTI tools, MS Excel & PowerPoint.

 Strong planning, coordination, and problem-solving skills.

Qualifications & Experience

 Any degree.

 Minimum 2-3 years’ experience in CRM, Tele-Operations, Customer Experience, or Marketing Support, preferably in the automobile sector.