Job Title: National Head Customer Relationship Management (CRM)
Role Summary
We are looking for a highly strategic and experienced leader to head the Customer Relationship Management (CRM) function at a national level. This role will drive the transformation of CRM from a reactive support function into a proactive, data-driven engine focused on customer retention, experience, and revenue growth.
The role will own the end-to-end customer relationship strategy across B2C, Enterprise, and Strategic Accounts, ensuring long-term value creation and service excellence.
Key Responsibilities
1. Strategic Growth & Share of Wallet
- Drive revenue growth from existing customers through upselling and cross-selling of services.
- Expand business across recent geographies and service lanes.
- Build and execute structured account plans and Quarterly Business Reviews (QBRs).
- Partner with Sales and Pricing teams to design commercially viable solutions.
2. Customer Retention & Relationship Management
- Act as the escalation point for key enterprise and strategic accounts.
3. Data-Driven Service Governance
- Transition CRM from reactive issue handling to proactive, insight-led decision-making.
- Define and monitor critical service KPIs, including:
- Pickup adherence
- First-attempt delivery success
- Turnaround time (TAT) compliance
- NDR and return rates
- Data and scan quality
- Leverage dashboards and analytics to identify risks and drive corrective actions.
4. Complaint & Escalation Governance
- Own the overall complaint management framework and escalation strategy.
- Define SLAs, escalation matrices, and closure quality standards.
- Translate customer feedback and complaint trends into actionable improvements across processes, technology, and policies.
5. Cross-Functional Leadership & Te
📌 National Head- CRM (Mumbai)
🏢 PERSOL
📍 Mumbai
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