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
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
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
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 (India)
🏢 Vkc Nuts
📍 India