CRM Lead

We are looking for CRM Lead

Location:

Agra

Experience:

6–10 Years
Department:  Customer Relationship Manangement

About the Role:

- We are looking for a  CRM Lead – After Sales  to manage customer relationships after purchase, ensure timely resolution of customer queries and complaints, and drive a high-quality customer experience.

Key Responsibilities:

- Lead the  after-sales CRM team  and ensure timely resolution of customer queries, complaints, and requests.
Manage customer interactions across  calls, email, Whats App, and other support channels .
Monitor and improve  response time, resolution TAT, and customer satisfaction .
Handle  escalated and critical customer issues  and ensure effective resolution.
Coordinate with  Sales, Operations, Logistics, Product, and other teams  to resolve customer concerns.
Track customer complaints, identify recurring issues, and recommend  process improvements .
Monitor CRM team performance through key metrics such as  TAT, resolution rate, backlog, and customer satisfaction .
Prepare regular  CRM/after-sales reports and MIS  for management.
Establish SOPs and improve processes to enhance the overall  post-purchase customer experience .
Train, guide, and monitor the CRM team to ensure consistent service quality.

Requirements:

- 4–7 years  of experience in  CRM, Customer Support, Customer Service, or After-Sales .
Prior experience in  team handling and escalation management .
Strong communication and customer-handling skills.

Experience with  CRM/helpdesk/ticketing systems .
Strong problem-solving and coordination skills.
Good knowledge of  Excel/Google Sheets and MIS reporting .
Ability to work with multiple internal teams and manage customer escalations.
Experience in  E-commerce, D2C, Retail, or Consumer Businesses  will be an advantage.

Contact us for more at