CRM Head

• *JOB DESCRIPTION: HEAD – CUSTOMER RELATIONSHIP MANAGEMENT (CRM)**

• *Role Title:** Head – CRM

• *Function:** CRM \& Contact Center Operations

• *Experience:** 6 – 8 Years

• *Domain Split:** 60% Production (Conversions) \| 40% Services (Support/SLA)

• *Span of Control:** 8 – 20 Telecallers (with TL Layer)

• *Location:** Gurugram, Haryana

• *Role Overview**

The Head – CRM will steer and scale the end\-to\-end customer relationship and contact center operations across both outbound conversion/production (60%) and inbound service/retention (40%) functions. Operating out of Gurugram, this role assumes full accountability for driving floor productivity, achieving SLA benchmarks, eliminating lead leakage, standardizing SOPs, and coaching a team of 8 to 20 telecallers to deliver exceptional business throughput and customer lifetime value.

• *Key Responsibilities \& Deliverables**

• *Production \& Conversion Leadership (60% Weightage)**

· **Lead Funnel Management:** End\-to\-end ownership of the inbound and outbound lead lifecycle, ensuring strict \<15\-minute first turnaround time (TAT), zero lead leakage, and rigorous follow\-up cadences across all acquisition channels.

· **Sales \& Conversion Drive:** Drive aggressive conversion % targets by coaching executives on pitch delivery, objection handling, pricing negotiations, and customer trust building.

· **Active Floor Governance:** Conduct regular call barging, whisper coaching, live call audits, and mandatory daily morning huddles to instill target discipline and sales rigor across the floor.

· **Script \& Pitch Refinement:** Continuously evaluate objection patterns (pricing, trust, competitor comparison) and update calling scripts, counter\-objection frameworks, and FAQ documents to lift close rates.

• *Service Excellence, Retention \& SLA Delivery (40% Weightage)**

· **SLA \& TAT Governance:** Enforce strict adherence to resolution SLAs, First Contact Resolution (FCR), Average Handling Time (AHT), and turnaround times on customer grievances and queries.

· **Quality Benchmarking:** Implement rigorous call/chat auditing standards targeting 90%\+ audit quality benchmarks; identify systemic compliance or communication gaps through Root Cause Analysis (RCA).

· **Lifecycle \& Retention Programs:** Formulate retention workflows, lost/dormant lead re\-engagement cadences, and referral programs to boost CSAT, Customer Lifetime Value (CLV), and Net Promoter Scores (NPS).

· **Cross\-Functional Operations:** Partner seamlessly with operations, fulfillment, warehouse/branch teams to troubleshoot operational bottlenecks and preserve customer trust.

• *Team Management, Productivity \& People Development**

· **Workforce \& Capacity Planning:** Design monthly and weekly caller rosters, capacity models, seat allocation, shrinkage mitigation, and login adherence schedules for 8–20 telecallers.

· **Ramp\-Up \& Training Enablement:** Accelerate new\-hire speed\-to\-productivity (NHT and OJT) using structured standard training modules, FAQs, and mock scenarios, cutting induction ramp\-up days.

· **Performance Management:** Establish transparent KRAs/KPIs; institute structured Performance Improvement Plans (PIPs) and supportive coaching paths for underperformers while recognizing high achievers.

· **Floor Motivation \& Culture:** Design and implement daily/weekly incentive contests, recognition programs, and floor energy drivers to minimize churn and foster a high\-performance environment.

• *Process Standardization, CRM Tools \& Executive MIS**

· **SOP Architecture:** Document, maintain, and enforce SOPs across calling scripts, disposition codes, customer escalation trees, and database hygiene.

· **Dialer \& CRM Administration:** Optimize automated dialers, IVR routing, lead allocation logic, call recording mechanisms, and CRM workflows to maximize talk time and connectivity.

· **Executive MIS \& Analytics:** Deliver comprehensive daily, weekly, and monthly MIS dashboards highlighting lead\-to\-conversion rates, SLA adherence, dialer efficiency, caller productivity, quality audit scores, and agent attrition.

• *Candidate Profile \& Qualifications**

· **Total Experience:** 6 to 8 years of solid experience in CRM, contact center operations, or inside sales/customer success management, with at least 2–3 years leading a team.

· **Balanced Capability:** Demonstrated track record of handling both high\-velocity conversion/outbound operations (production side) and structured grievance/inbound SLA governance (services side).

· **Operational Leadership:** Proven experience managing 8 to 20 telecallers, including workforce scheduling, shrinkage control, new\-hire onboarding, and performance management.

· **Training \& Coaching Acumen:** Skilled in structured coaching, conducting call quality audits, and building objection\-handling frameworks that directly translate into measurable conversion gains.

· **Analytical \& Technical Skills:** Hands\-on proficiency with CRM software, auto\-dialers (predictive/progressive), IVR systems, and MS Excel dashboards for daily executive MIS generation.

· **Education:** Bachelor’s degree required; MBA, Post\-Graduate diploma, or certifications in Training/Quality (e.g., TTT, Six Sigma) are strong advantages.

Pay: ₹60,000\.00 \- ₹80,000\.00 per month

Benefits

• Leave encashment
• Provident Fund

Application Question(s)

• How many years of experience do you have in CRM/ Inside Sales Operations?
• What is the maximum no. of telecallers you have managed directly?
• Have you handled lead management, follow\-ups, and conversion targets?
• Have you worked with CRM software and automated dialers?
• Have you managed customer service SLAs, grievances, and escalations?
• How many years of experience do you have in Team management?

Work Location: In person