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 pr

📌 CRM TEAM LEAD FEMALE (India)
🏢 Policlinica Jardim Camburi
📍 India