About the Job
The Manager – CRM will be responsible for driving the overall Customer Relationship Management function for TIGC, ensuring a seamless, consistent, and customer-centric experience across all customer touchpoints.
The role will be responsible for managing customer queries, complaints, feedback and escalations, while building effective CRM processes, monitoring customer experience metrics, identifying recurring customer issues and working closely with internal teams to drive timely resolution.
The role will also lead the CRM team, establish service standards and processes, track performance through relevant KPIs and dashboards, and continuously identify prospects to improve customer satisfaction, retention and overall customer experience.
CRM & Customer Experience Management
· Own the overall CRM function and ensure a consistent and high-quality customer experience across Phone, Email, Chat and other customer touchpoints.
· Establish and monitor customer service standards, SLAs and resolution timelines.
· Ensure customer enquiries,



complaints and requests are resolved effectively and within defined TATs.
· Drive a high First Contact Resolution (FCR) approach wherever possible.
· Monitor customer feedback, complaints and service trends to identify areas of improvement.
· Ensure a customer-centric approach across all CRM interactions.
Team Management
· Lead, manage and mentor the CRM/customer support team.
· Define team goals, KRAs, KPIs and individual performance parameters.
· Monitor team productivity, quality, adherence and resolution performance.
· Conduct regular performance reviews, coaching and capability-building sessions.
· Ensure appropriate staffing and workflow management based on business volumes.
· Build a culture of accountability, ownership and customer focus within the team.
Escalation & Complaint Management
· Own critical and high-priority customer escalations and ensure timely closure.
· Establish an effective escalation matr

📌 Customer Relationship Management Manager Bengaluru
🏢 The Indian Garage
📍 Bengaluru