CRM Manager-Lower Parel

Job Title : CRM Manager

Location: Mumbai

Employment Type: Full\-time, On\-site

Experience: 5–7 years

About the Role

We are looking for a proactive and technology\-driven CRM Manager to lead our customer

experience and CRM operations team, comprising Nutrition\-based CRM Executives and Sales

Executives.The role will be responsible for ensuring seamless customer query resolution,

maintaining high service quality, monitoring ticket turnaround times, managing escalations, and

driving customer satisfaction.We are particularly looking for someone who is comfortable working

with AI tools, CRM platforms, and automation workflows to improve operational efficiency. The ideal

candidate will continuously identify opportunities to automate repetitive queries, streamline ticket

management, improve response times, and build scalable customer support processes.

Key Responsibilities

1\. CRM Operations \& Customer Experience

● Oversee daily CRM operations and ensure all customer queries, complaints, and tickets are

addressed within defined turnaround times.

● Ensure customer issues related to products, orders, delivery, returns, refunds, and

nutrition\-related queries are resolved efficiently.

● Maintain strong operational hygiene across the CRM platform, ensuring tickets are

categorised, assigned, tracked, updated, and closed appropriately.

● Monitor customer satisfaction and identify recurring customer pain points.

● Ensure consistent service quality across calls, chats, emails, and other customer

communication channels.

● Drive continuous improvements in response times, resolution rates, and overall customer

experience.

2\. Team Management \& Performance Monitoring

● Manage and mentor Nutrition\-based CRM Executives and Sales Executives.

● Monitor daily productivity, ticket volumes, response times, resolution timelines, and quality of

customer interactions.

● Review agent performance and provide regular feedback, coaching, and guidance.

● Support team members in handling complex queries, difficult customers, and escalations.

● Ensure team adherence to defined processes, service standards, and communication

guidelines.

● Coordinate staffing and workload allocation to maintain service levels during peak periods.

3\. Escalation \& Complaint Management

● Take ownership of critical and unresolved customer escalations.

● Guide agents in resolving complex cases and ensure timely communication with customers.

● Coordinate with internal teams, including logistics, warehouse, sales, and other relevant

departments, to resolve customer issues.

● Identify recurring complaints and root causes, and implement corrective actions to prevent

similar issues.

● Ensure all escalations are documented and tracked until closure.

4\. AI Tools \& Automation

● Identify opportunities to automate repetitive customer queries and manual CRM processes

using AI tools and automation platforms.

● Implement AI\-powered workflows for FAQs, product information, order\-related queries, ticket

categorisation, routing, and response suggestions.

● Build automation journeys that resolve routine queries independently while routing complex

or sensitive issues to the appropriate human agent.

● Continuously evaluate and upgrade AI tools, chatbots, workflows, and CRM integrations to

improve efficiency.

● Work on automating repetitive tasks such as ticket tagging, follow\-up reminders, response

templates, and reporting.

● Monitor the accuracy and effectiveness of automated responses and ensure appropriate

human intervention wherever required.

● Collaborate with relevant stakeholders to integrate CRM platforms with other business tools

and systems.

5\. Reporting \& Analytics

● Prepare daily operational reports and weekly CRM performance reports for senior

management.

● Track and analyse key metrics, including

● Ticket volume and resolution rate.

● First response time and ticket turnaround time.

● Pending and overdue tickets.

● Escalation volume and resolution timelines.

● Customer satisfaction scores and service quality.

● Agent productivity and performance.

● Automation adoption and operational efficiency.

● Identify trends, recurring issues, bottlenecks, and improvement opportunities.

● Present data\-backed recommendations to senior management and track the implementation

of corrective actions

6\. Process Improvement \& Quality Control

● Develop and maintain SOPs, escalation matrices, response templates, and customer service

guidelines.

● Conduct regular quality checks on calls, chats, and written responses.

● Ensure accurate documentation and consistent handling of customer queries across the

team.

● Review CRM workflows regularly and implement improvements to enhance productivity and

service quality.

● Maintain strong coordination with senior management and provide timely updates on

operational performance, customer concerns, and improvement initiative

Required Skills \& Qualifications

● 5–7 years of experience in CRM, customer experience, customer support operations, or

service delivery.

● Prior experience managing a team of customer support, CRM, or sales executives.

● Strong understanding of ticketing systems, SLA management, escalation handling, and

customer satisfaction metrics.

● Hands\-on experience with CRM and customer support platforms such as Freshdesk,

Kapture, Intercom, Zendesk, or similar tools.

● Practical knowledge of AI tools, chatbots, workflow automation, and CRM integrations.

● Experience implementing or improving AI\-driven customer service workflows will be a strong

advantage.

● Strong analytical skills with experience preparing operational reports and performance

dashboards.

● Excellent communication, people management, problem\-solving, and stakeholder

coordination skills.

● Ability to work in a fast\-paced, growing D2C business environment.

Pay: ₹1,000,000\.00 \- ₹1,800,000\.00 per year

Work Location: In person