Crm Team Lead Female

Key Responsibilities

1. Team
Management & Daily Monitoring

• Lead and supervise a team of
  Customer Relationship Executives (CREs).
  
• Allocate daily activities
  and monitor individual productivity.
  
• Track calls, follow-ups,
  service reminders, customer feedback and pending activities.
  
• Ensure all assigned CRM
  activities are completed within defined timelines.
  
• Review daily MIS and follow
  up with team members on pending tasks.
  
• Conduct regular team reviews
  and provide guidance to improve performance.
  

2.
Customer Retention & Feedback

• Monitor customer retention
  and repeat-service behaviour.
  
• Track customer feedback
  received after service.
  
• Analyse customer
  satisfaction trends across different service centres.
  
• Identify customers who are
  not returning for subsequent services and develop appropriate follow-up
  plans.
  
• Monitor service reminders,
  follow-ups and customer reactivation activities.
  

3.
Complaint Management & Root-Cause Analysis

• Monitor customer complaints
  and escalations.
  
• Understand the root cause
  behind customer dissatisfaction rather than merely recording complaints.
  
• Coordinate with service
  teams to identify recurring operational/service issues.
  
• Prepare complaint analysis
  and identify trends or recurring problem areas.
  
• Recommend corrective and
  preventive actions to reduce customer complaints.
  
• Follow up to ensure
  complaints are closed satisfactorily.
  

4.
Increasing Customer Inflow

• Develop strategies to
  increase customer visits to the service centres.
  
• Analyse the existing
  customer database to identify opportunities for service reminders, repeat
  visits and inactive customers.
  
• Plan targeted calling and
  follow-up campaigns with the CRE team.
  
• Track campaign effectiveness
  and customer conversion.
  
• Work closely with
  workshop/service teams to improve customer engagement and retention.
  

5. MIS,
Excel & Data Analysis

• Prepare and maintain daily,
  weekly and monthly CRM MIS.
  
• Track CRE-wise and
  service-centre-wise productivity.
  
• Analyse customer feedback,
  complaints, retention and service-inflow data.
  
• Prepare reports for
  management review.
  
• Use MS Excel extensively for data tracking, analysis, dashboards and reporting.
  
• Candidates should be
  comfortable working with Excel formulas, filters, sorting, Pivot Tables
  and basic data analysis.
  

Key Performance Areas

The
candidate will be evaluated on:

• CRE productivity and task
  completion
  
• Customer retention and
  repeat service
  
• Customer feedback and
  satisfaction trends
  
• Reduction in recurring
  complaints
  
• Complaint closure and
  escalation management
  
• Service-centre customer
  inflow
  
• CRM campaign effectiveness
  
• Accuracy and timeliness of
  MIS
  
• Team performance and
  discipline
  

Requirements

Candidate Profile

• Female candidate preferred.
  
• Graduate with approximately 3–7
  years of experience in CRM, customer relationship management,
  automobile dealerships, service centres, retail or a similar
  customer-facing environment.
  
• Prior experience managing a
  team will be strongly preferred.
  
• Automobile/service-centre
  CRM experience would be an advantage.
  
• Strong communication and
  interpersonal skills.
  
• Good analytical and
  problem-solving ability.
  
• Strong working knowledge of
  MS Excel is essential.
  
• Should be comfortable
  working with numbers, MIS and customer databases.
  
• Should have the ability to
  identify patterns and convert customer data into actionable improvement
  areas.
  
• Must be organised, proactive
  and capable of following up with multiple teams.
  
• Should have a
  customer-centric approach with the ability to handle escalations
  professionally.
  

Ideal Candidate

We are
looking for someone who can move beyond simply making calls and collecting
feedback and can actually lead the CRM team, understand the data,
identify why customers are dissatisfied or not returning, and work with the
service teams to improve customer retention and workshop inflow.

Benefits