- Lead and manage the CRM team, ensuring daily productivity and performance.
- Prepare and present daily, weekly, and monthly MIS reports and performance dashboards.
- Monitor team KPIs, customer interactions, and service quality.
- Develop and implement CRM strategies to improve customer satisfaction and retention.
- Coordinate with cross-functional teams to ensure seamless customer support and campaign execution.
- Analyse customer data and provide actionable insights for business growth.
- Conduct team training, performance reviews, and mentoring sessions.
- Ensure SLA compliance and continuous process improvement.

Requirements: ✔ 4–6 years of experience in CRM within the E-commerce/D2C industry.

✔ Proven experience in leading and managing a CRM or customer support team.

✔ Strong experience in preparing MIS reports, performance tracking, and reporting structures.

✔ Excellent analytical, communication, and stakeholder management skills.

✔ Hands-on experience with CRM tools and customer engagement platforms.

✔ Ability to manage multiple priorities in a fast-paced setting.

Pay: ₹40,000.00 - ₹50,000.00 per month

Work Location: In person

📌 Customer Care Team Leader (Gurugram)
🏢 The Tech Tonic
📍 Gurugram