Job description:
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, skilled and

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