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 response workflows to track, respond to, and resolve customer reviews and complaints in a timely manner

- Build a systematic approach to improving average ratings and review sentiment, and to flagging recurring product/service issues to relevant internal teams

5. Reporting & Stakeholder Management

- Prepare and present regular MIS/dashboards on CRM performance (inbound, B2B lead management and ORM) to the CMO

- Analyze consumer complaint trends

- Implement and monitor service level agreements (SLAs) for response and resolution.

Candidate Requirements

- 6-10 years of experience in CRM, customer support, consumer care or contact-center operations and CRM automation

- Proven experience in building or scaling a CRM function from scratch or through major restructuring.

- Experience in FMCG, Food & Beverage, Retail, E-commerce, consumer durable brands preferred

- Experience with online reputation management practices and platforms

- Prior experience with CRM and ticketing platforms such as Salesforce, Zoho CRM, Freshworks, Hubspot, Freshdesk, cloud telephony etc.

- Candidates with exposure to automation/chatbot deployment will be preferred

- Exposure to the FOSCOS portal for complaint/compliance management.

Skills & Attributes

- Robust people management skills.

Experience in leading a team of executives

- Strong analytical and project management skills

- Process orientation with the ability to design SOPs and drive automation to reduce manual effort.

- Excellent stakeholder management and communication skills to work closely with the CMO and cross-functional leaders

Preferred Technical Skills

- CRM Platforms (Salesforce, Zoho CRM, HubSpot, Microsoft Dynamics)

- Helpdesk Platforms (Freshdesk, Zoho Desk)

- Marketing Automation (WebEngage, MoEngage, CleverTap)

- Analytics (Power BI, Google Looker Studio, Excel)

- WhatsApp Business API

- AI-enabled customer service tools

- Customer Data Platforms (CDP)

📌 CRM Manager (Noida)
🏢 Vkc Nuts
📍 Noida