The Head CRM is responsible for leading the Customer Relationship Management function, ensuring exceptional customer service, improving customer satisfaction and retention, and managing the CRM team to achieve business objectives.

Key Responsibilities:

- Lead and manage the CRM department and customer support team
- Develop and implement customer relationship strategies
- Ensure prompt resolution of customer queries and complaints
- Monitor customer satisfaction and service quality
- Maintain and optimize CRM systems and customer databases
- Analyze customer feedback and implement process improvements
- Coordinate with Sales, Marketing, Operations, and other departments
- Develop customer retention and loyalty programs
- Track team performance and establish service KPIs
- Prepare MIS reports and present customer insights to management
- Train, mentor,



and evaluate CRM team members
- Ensure adherence to company policies and service standards

Required Skills:

- Solid leadership and team management skills
- Excellent communication and interpersonal skills
- Customer relationship and conflict resolution expertise
- Knowledge of CRM software and customer service processes
- Analytical and problem-solving abilities
- Proficiency in MS Office and CRM tools

Qualification:

- Graduate in any discipline
- MBA in Marketing / HR / Business Administration (Preferred)

Experience:

- 7–12 years of experience in Customer Relationship Management
- Minimum 3–5 years of experience in a team leadership or managerial role

📌 Head Crm (Rajkot)
🏢 Dada Organics
📍 Rajkot