Experience:
7+ years

Salary:
15 to 17 LPA Role Overview: The role will be responsible for managing the organization’s CRM and Customer Service technology platforms, driving automation, integrations, custom applications, reporting, and continuous process improvements, while leading and developing the CRM technology team.

Key Responsibilities
 Manage and support Fresh desk, Fresh sales, Fresh chat, and CRM applications.  Own CRM configuration, workflows, automation, user access, and platform governance.  Gather business requirements and translate them into technical solutions.  Develop and manage custom CRM applications, APIs, integrations, and middleware.  Drive automation of customer service and operational processes.  Manage CRM reports, dashboards, data quality, and analytics.  Lead the CRM team through task allocation, performance management, mentoring, training, and skill development.



 Identify skill gaps and create opportunities for team members to learn and take ownership of current technologies and projects.  Coordinate with Business, Operations, IT, Product teams, and external vendors.  Troubleshoot production issues and manage application releases and deployments.  Identify opportunities for AI, automation, and customer experience improvements. Required

Skills:
 CRM / Customer Service Platforms  Fresh desk / Fresh sales / Fresh chat or equivalent CRM platforms  API & System Integrations  Workflow Automation  JavaScript / Node.js  Custom Application Development  Reporting & Analytics  Business Requirement Management  Team Leadership & People Development  Stakeholder & Vendor Management

📌 CRM Manager (Chennai)
🏢 SapientHR
📍 Chennai