Job Title: Sr. Manager –CRM(Digitalization)
Location: Powai, Mumbai
Department: Customer Relations / Customer Experience
Role Overview:
The role is responsible for driving execution excellence in all customer interactions, ensuring adherence to company standards, and building a high-performance, customer-focused culture. This position will digitalization of CRM processes.
Key Responsibilities
Customer Interaction Governance
Ensure execution excellence and adherence to process SOPs and customer experience benchmarks in all interactions.
Conduct regular governance and quality audits (calls and emails) to evaluate compliance and identify improvement areas.
Share audit findings with respective RMs and ensure timely corrective actions are implemented.
Coaching & Mentoring
Provide one-on-one coaching to RMs based on audit results to address behavioural and communication gaps.
Guide team members towards best practices, improving frontline performance and service quality.
Soft Skills & Culture Building
Lead cultural transformation initiatives that embed company values into everyday customer-facing communication.
Design and deliver soft skills interventions to enhance professionalism and reduce customer escalations.
Learning & Development
Draft standard response templates for common customer queries to maintain consistency in CC team responses.
Partner with the Training team to design content for Current Hire (NH) onboarding and Training Needs Identification (TNI) programs.
Facilitate Recent Hire Training sessions to ensure smooth onboarding and alignment with company standards.
Collaborate with project teams to strategize and prepare customer communication for construction updates in line with milestones.
Key Skills & Competencies
Robust understanding of customer experience governance and quality frameworks.
Excellent communication, coaching, and mentoring skills.
Proven ability to identify training needs and develop impactful L&D; conten