Responsibilities:
- Manage end-to-end customer relationship processes to ensure a seamless and superior client experience across all service channels.
- Oversee customer service quality, resolve client queries, and ensure prompt handling of complaints and escalations.
- Monitor service tickets, escalations, turnaround time (TAT), and adherence to defined service-level agreements (SLAs).
- Coordinate with Operations, Sales, Technology, Compliance, and Product teams to ensure timely issue resolution and effective service delivery.
- Prepare and analyze MIS reports, customer feedback summaries, and service performance dashboards for management review.
- Identify process gaps and recommend workflow improvements to enhance operational efficiency and customer satisfaction.
- Drive customer experience initiatives by improving communication, service standards, and support processes.
- Track key performance metrics, customer trends, and service quality indicators to support continuous improvement initiatives.




- Lead and mentor the CRM team to achieve service excellence and organizational objectives.
- Ensure compliance with internal policies, data governance standards, and regulatory requirements in all customer service activities.

Qualifications and Skills:
- MBA or Graduate in Business Administration, Marketing, Finance, or a related discipline.
- 5-8 years of experience in Customer Relationship Management, Customer Service, or Client Operations, preferably in the financial services industry.
- Solid hands-on experience with CRM software and customer relationship management tools.
- Excellent customer service, relationship management, and stakeholder management skills.
- Strong analytical abilities with expertise in MIS reporting, data analysis, and performance tracking.
- Proven experience in process improvement and operational excellence.
- Strong leadership, team management, and mentoring capabilities.
- Excellent communication, presentation, and interpersonal skills.

📌 CRM Manager (Indore)
🏢 Arihant Capital Markets
📍 Indore