Job Description: CRM Manager

Mid-Senior Level 5–6 Years of Experience

Department: Customer Relationship Management

Preferred Industries: Wellness, Nutrition, FMCG, Lifestyle, Beauty and D2C

Role Overview:

We are looking for an experienced and hands-on CRM Team Lead to manage the entire customer relationship and support function, including CRM executives, chat support executives and sales executives. The ideal candidate should have 5–6 years of experience in customer relationship management, team handling and sales operations, preferably in a D2C or consumer-focused business.

This role will be responsible for managing day-to-day team operations, ensuring high-quality customer interactions across calls and chats, monitoring ticket resolution and turnaround times, and supporting the team in handling escalations, delivery issues and other customer concerns. The candidate should have a strong understanding of CRM tools, reporting, customer service metrics and team performance management.

Key Responsibilities:

1. Team Management & Leadership

Lead and manage a team of CRM executives, chat support executives and sales executives, ensuring smooth day-to-day operations.

Allocate responsibilities, monitor individual and team performance, and ensure achievement of defined targets and KPIs.

Conduct regular team meetings, provide coaching and feedback, and support team members in resolving operational challenges.

Ensure adequate team coverage and timely handling of customer interactions across all communication channels.

2. Quality Assurance & Customer Experience

Own the quality of all customer interactions across outbound and inbound calls, chats, emails and social media channels.

Monitor call recordings and chat conversations to ensure adherence to communication standards, brand tone and customer service protocols.

Conduct regular quality audits, identify gaps and implement corrective actions through training and coaching.

Ensure consistent, professional and timely responses to customer queries, complaints and escalations.

3. Customer Support & Issue Resolution

Oversee the daily handling of customer queries, complaints, delivery-related issues, order concerns, refunds and other operational challenges.

Support the team in resolving complex customer issues and escalations, coordinating with relevant internal departments wherever required.





Ensure that all incoming messages across customer communication channels are acknowledged and addressed within the defined turnaround time.

Monitor open and pending tickets, follow up on unresolved cases and ensure timely closure with appropriate resolution.

Establish and maintain clear escalation processes to ensure customer issues are addressed efficiently.

4. CRM Operations & Ticket Management

Manage the daily CRM operations, ensuring accurate tracking and timely resolution of customer tickets across all channels.

Monitor open, closed, pending and escalated tickets, identify backlogs and ensure adherence to service-level agreements (SLAs).

Maintain proper documentation of customer interactions, complaints, resolutions and follow-up activities.

Ensure the team follows standard operating procedures (SOPs) for ticket management, customer communication and issue resolution.

Have a strong working knowledge of CRM tools, ticketing systems and customer support platforms.

5. Sales Operations & Performance Monitoring

Monitor the performance of the sales executives, ensuring consistent follow-ups, customer engagement and achievement of assigned sales targets.

Support the team in driving upselling, cross-selling and repeat purchases through effective customer communication.

Track key sales and service metrics, identify performance gaps and work with team members to improve productivity and conversions.

Ensure coordination between the sales and customer support teams to deliver a seamless customer experience.

6. Reporting & Data Analysis

Prepare and maintain daily, weekly and monthly reports covering call volumes, chat volumes, ticket status, resolution rates, customer complaints and team productivity.

Track key metrics such as first response time, average resolution time, ticket backlog, customer satisfaction and quality scores.

Analyse customer interaction data to identify recurring issues, operational bottlenecks and opportunities for process improvement.

Share regular performance updates,



operational insights and escalation reports with the CRM Head.

7. Social Media & Omnichannel Support

Oversee customer communication across social media platforms, email, chat, calls and other relevant channels.

Ensure all incoming customer messages, comments and queries are monitored and responded to within the defined turnaround time.

Maintain basic social media customer service hygiene, including timely responses, appropriate communication and escalation of sensitive issues.

Ensure consistent customer service standards and brand communication across all channels.

Required Skills & Qualifications:

5–6 years of experience in CRM, customer service, customer experience or sales operations, preferably in a D2C or B2C business.

Prior experience managing a team of CRM executives, chat support executives and sales executives.

Experience in wellness, nutrition, FMCG, lifestyle, beauty or other consumer-facing industries will be preferred.

Strong understanding of CRM platforms, ticketing systems and omnichannel customer support operations.

Hands-on experience with quality monitoring, call audits, chat audits and team performance management.

Good understanding of customer service metrics, ticket tracking, SLA management and turnaround times.

Basic analytical skills and the ability to prepare and interpret operational reports.

Strong communication, problem-solving, escalation management and people management skills.

Ability to manage multiple priorities and work in a fast-paced, target-driven setting.

Key Performance Indicators (KPIs):

Performance Area

Key Metrics

Team productivity

Calls and chats handled, individual productivity and target achievement

Quality assurance

Call quality scores, chat quality scores and SOP adherence

Ticket management

Open tickets, closed tickets, backlog and resolution rate

Service efficiency

First response time, average resolution time and SLA adherence

Customer experience

Customer satisfaction, complaints and escalation rate

Sales performance

Revenue, conversions, upselling and cross-selling

Team management

Coaching, training, performance reviews and team productivity

Interested candidates kindly share your CV at [email protected] / [email protected]

Pay: ₹60,000.00 - ₹70,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

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