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 cu

📌 Crm Team Lead Female (Kolkata)
🏢 YOGINI TRADEX
📍 Kolkata