Analyst - Customer Contact Leads and GMB Reviews

Field

Role detail

Function

Retail Operations and Store Governance

Reports to

Store Governance Lead

Direct reports

None

Location

Head Office – Bengaluru, with travel as required

Role purpose

Measure the speed and quality of customer contact after store visits and enquiries, covering leads, calls, reviews and customer-experience leakage.

Key responsibilities

· Prepare lead capture, completeness, ageing, time-to-first-contact, follow-up and closure-reason reporting.

· Reconcile non-buyers with captured leads and disclose denominator gaps until the approved source is available.

· Sample contact attempts, next steps and closures; flag incomplete or unsupported evidence.

· Monitor call pick-up, missed-call recovery, GMB review capture and negative-review closure.

· Maintain leakage reasons for missing details, late contact, unrecorded attempt, stale lead and unsupported closure.

· Coordinate Salesforce, DuroPulse, GMB and Photios data issues with system and vendor owners.





· Prepare weekly exceptions and the monthly customer-contact insight note for Lead approval.

Performance measures

KPI

Expected result

Lead completeness

Required fields complete for all leads in scope

First contact

SLA and ageing exceptions published daily

Evidence

Sampled attempts and next steps supported

Calls and reviews

Pick-up, recovery and GMB trends reported

Leakage reduction

Repeat reasons reduce after line-owned action

Authority and boundaries

May reject incomplete analytical evidence and flag SLA breaches. Does not coach employees or approve final governance closure; these remain with the line and Governance Lead respectively.

Candidate profile

· Three to five years in CRM analytics, CX, contact-centre MIS or retail operations.

· Advanced Excel and Salesforce or comparable CRM knowledge; BI preferred.

· Robust SLA, funnel, evidence and written-communication capability.

· Graduate in business, analytics, marketing or related field.

📌 Analyst - Customer Contact Leads and GMB Reviews (Bengaluru)
🏢 Duroflex Group
📍 Bengaluru