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 (Kolkata)
🏢 Yogini Tradex Private
📍 Kolkata