CRM Manager

Lead, supervise, and mentor the Customer Service (Telecalling) team.

Ensure timely follow-up with customers for inquiries, feedback, service requests, and post-purchase engagement.

Monitor daily calling activities and team productivity to achieve defined KPIs.

Handle escalated customer complaints and ensure prompt resolution.

Develop and implement customer retention, reactivation, and loyalty initiatives.

Maintain accurate customer data and ensure CRM database hygiene.

Coordinate with Sales, Marketing, and Showroom teams for campaign execution and customer communication.

Analyze customer feedback, service trends, and call performance to identify improvement opportunities.

Prepare periodic MIS reports on customer service performance, customer satisfaction, and CRM activities.

Ensure adherence to company service standards and customer experience guidelines.