Key Responsibilities

1. Team
Management & Daily Monitoring

- Lead and supervise a team of
Customer Relationship Executives (CREs).

- Allocate daily activities
and monitor individual productivity.

- Track calls, follow-ups,
service reminders, customer feedback and pending activities.

- Ensure all assigned CRM
activities are completed within defined timelines.

- Review daily MIS and follow
up with team members on pending tasks.

- Conduct regular team reviews
and provide guidance to improve performance.

2.
Customer Retention & Feedback

- Monitor customer retention
and repeat-service behaviour.

- Track customer feedback
received after service.

- Analyse customer
satisfaction trends across different service centres.

- Identify customers who are
not returning for subsequent services and develop appropriate follow-up
plans.

- Monitor service reminders,
follow-ups and customer reactivation activities.

3.
Complaint Management & Root-Cause Analysis

- Monitor customer complaints
and escalations.

- Understand the root cause
behind customer dissatisfaction rather than merely recording complaints.

- Coordinate with service
teams to identify recurring operational/service issues.

- Prepare complaint analysis
and identify trends or recurring problem areas.

- Recommend corrective and
preventive actions to reduce customer complaints.

- Follow up to ensure
complaints are closed satisfactorily.

4.
Increasing Customer Inflow

- Develop strategies to
increase customer visits to the service centres.

- Analyse the existing
customer database to identify opportunities for service reminders, repeat
visits and inactive customers.

- Plan targeted calling and
follow-up campaigns with the CRE team.

- Track campaign effectiveness
and customer conversion.

- Work closely with
workshop/service teams to improve customer engagement and retention.

5. MIS,
Excel & Data Analysis

- Prepare and maintain daily,
weekly and monthly CRM MIS.

- Track CRE-wise and




service-centre-wise productivity.

- Analyse customer feedback,
complaints, retention and service-inflow data.

- Prepare reports for
management review.

- Use MS Excel extensively for data tracking, analysis, dashboards and reporting.

- Candidates should be
comfortable working with Excel formulas, filters, sorting, Pivot Tables
and basic data analysis.

Key Performance Areas

The
candidate will be evaluated on:

- CRE productivity and task
completion

- Customer retention and
repeat service

- Customer feedback and
satisfaction trends

- Reduction in recurring
complaints

- Complaint closure and
escalation management

- Service-centre customer
inflow

- CRM campaign effectiveness

- Accuracy and timeliness of
MIS

- Team performance and
discipline

Requirements

Candidate Profile

- Female candidate preferred.

- Graduate with approximately 3–7
years of experience in CRM, customer relationship management,
automobile dealerships, service centres, retail or a similar
customer-facing environment.

- Prior experience managing a
team will be strongly preferred.

- Automobile/service-centre
CRM experience would be an advantage.

- Robust communication and
interpersonal skills.

- Good analytical and
problem-solving ability.

- Strong working knowledge of
MS Excel is essential.

- Should be comfortable
working with numbers, MIS and customer databases.

- Should have the ability to
identify patterns and convert customer data into actionable improvement
areas.

- Must be organised, proactive
and capable of following up with multiple teams.

- Should have a
customer-centric approach with the ability to handle escalations
professionally.

Ideal Candidate

We are
looking for someone who can move beyond simply making calls and collecting
feedback and can actually lead the CRM team, understand the data,
identify why customers are dissatisfied or not returning, and work with the
service teams to improve customer retention and workshop inflow.

Benefits

As per industry standards

📌 Crm Team Lead Female (Kolkata)
🏢 Leading
📍 Kolkata