Customer Relationship Management Lead

Job Description

About the job
Job Description: CRM Lead

Position: CRM Lead

Location: Cherlapally, Hyderabad

Department: Marketing / Customer Relations Management

Reports to: Director

Job Overview:

We are seeking an experienced and dynamic CRM Lead to manage our customer relationship management operations. The ideal candidate will have 2-5 years of experience in CRM tools, team handling, and generating actionable reports. They should possess impeccable communication skills and a keen ability to manage and nurture customer relationships effectively.

Key Responsibilities:

CRM Management: Oversee and optimize the CRM system for seamless customer experience, ensuring it is fully utilized across teams.
Team Handling: Lead, mentor, and support a team of CRM professionals, ensuring high performance and smooth operations.
Customer Data Analysis: Analyze customer behavior and interactions using CRM tools to derive actionable insights that drive customer engagement and retention strategies.
MIS Reporting: Generate detailed Management Information System (MIS) reports, showcasing customer metrics, CRM performance, and key insights for decision-making.
Collaboration: Work closely with marketing, sales, and customer service teams to align CRM strategies with business goals and ensure a unified approach to customer relationship management.
Training & Support: Provide guidance and training on CRM tools to new team members and ensure they are proficient in its use.
Process Optimization: Continuously review and refine CRM workflows and processes to increase efficiency and improve customer interactions.
Customer Feedback & Satisfaction: Ensure feedback from customers is integrated into CRM strategies for continual improvement in customer experience.
Inbound & Outbound Call Management: Efficiently handle inbound and outbound calls, addressing customer inquiries and concerns. Manage escalation calls with professionalism and resolve issues in a timely manner.
Chat Support: Provide active and responsive support to customers through chat on various platforms, including WhatsApp, Instagram, and other social media channels. Ensure customer queries are resolved promptly and effectively.

Key Requirements:

Experience: Minimum 2-5 years of experience in CRM management, with proven experience in team handling.
Skills:
Excellent communication skills (verbal and written).
Strong command over CRM software and tools (e.g., Salesforce, Zoho, HubSpot, etc.).
Strong analytical and reporting skills, with experience in generating MIS reports and customer analytics.
Problem-solving abilities with attention to detail.
Proven ability to manage cross-functional teams.
Educational Qualifications: Bachelor’s degree in Business Administration, Marketing, or related field.
Additional Qualifications: Certification in CRM tools or relevant areas is a plus.
Candidate should be an immediate joiner