1. CRM Strategy, Process & Team Building
- Design, document, and continuously improve end-to-end CRM processes covering inbound support, outbound lead management, and online reputation management
- Build the CRM department structure from the ground up. Define roles and SOPs
- Select and implement the CRM technology stack ticketing, telephony, WhatsApp Business API, CDP and reporting tools
- Build automation into the function wherever it improves speed or consistency, without compromising the quality of consumer interactions
- Set and monitor SLAs, quality benchmarks, and escalation matrices across the CRM function
- Manage relationship with CRM technology and service partners

2. Inbound customer support
- Own inbound query resolution across calls, WhatsApp, email, and social media channels, ensuring consistent CSAT and turnaround time
- Manage complaint handling and compliance reporting on regulatory/food-safety portals (e.g., FOSCOS) within defined timelines
- Build tiered support (self-serve/automation for routine queries, live agents for escalations)



to improve efficiency as volumes scale
- Build and own the service standards that ensure every consumer is heard and responded to quickly for product quality and food-safety-related feedback

3. CRM and Customer data and lead management
- Build and maintain a centralized repository of first party consumer data collected through inbound consumer care team
- Own the B2B lead management process of potential business partners across corporate gifting, HoReCa, institutions, export, pharma and industrial customers
- Ensure all potential business leads are captured, qualified, tracked and assigned to respective sales teams within Nutraj
- Work closely with sales team to monitor lead progression and conversion rates, ageing and sales funnel performance

4. Online Reputation Management (ORM)
- Own the brand's online reputation across Google, marketplaces, app stores, and social/review platforms
- Set up monitoring and respon

📌 CRM Manager (Noida)
🏢 Vkc Nuts
📍 Noida