About the Role The Head - CRM will steer and scale the end-to-end customer relationship and contact centre operations for a gold buying business, across both outbound conversion/production (60%) and inbound service/retention (40%) functions. Operating out of Gurugram, this role carries full accountability for driving floor productivity, achieving SLA benchmarks, eliminating lead leakage,

standardising SOPs, and leading a team of 12-20 telecallers handling 15,000-30,000 leads/calls per month across voice, WhatsApp, email, chat and social media channels.

The role suits a leader who can balance strategy, reporting and floor-level execution, staying hands-

on with call monitoring and coaching while also building team leaders who run daily floor activities.

Key Responsibilities

- Lead Funnel Management: End-to-end ownership of the inbound and outbound lead lifecycle,

ensuring a first turnaround time (TAT) of under 15 minutes, zero lead leakage and rigorous follow-

up cadences across all acquisition channels.

- Sales and Conversion Drive: Drive conversion, revenue targets and lead-to-sale ratio by coaching executives on pitch delivery, objection handling, pricing negotiations and building customer trust.
- Active Floor Governance: Conduct call barging, whisper coaching, live call audits and daily morning huddles to instil target discipline and sales rigour across the floor.
- Script and Pitch Refinement: Continuously evaluate objection patterns (pricing, trust, competitor comparison) and update calling scripts, counter-objection frameworks and FAQ documents to lift close rates.
- SLA and TAT Governance: Enforce adherence to resolution SLAs, First Contact Resolution

(FCR), Average Handling Time (AHT) and turnaround times on customer grievances and queries.

- Quality Benchmarking:



Implement call/chat auditing standards targeting 90%+ audit quality scores; identify systemic compliance or communication gaps through Root Cause Analysis (RCA).
- Lifecycle and Retention Programs: Own CRM operations, customer retention and the overall customer lifecycle; build retention workflows, lost/dormant lead re-engagement cadences and referral programs to improve CSAT, Customer Lifetime Value (CLV) and NPS.
- Omnichannel Operations: Manage customer-facing operations across voice calling, WhatsApp,

email, chat and social media support.

- Cross-Functional Operations: Partner with operations, fulfilment, warehouse and branch teams to resolve operational bottlenecks and preserve customer trust.
- Workforce and Capacity Planning: Manage rosters, attendance and daily caller productivity;

own capacity planning, shift scheduling, seat allocation, shrinkage control and login adherence for

12-20 telecallers.

- Hiring, Ramp-Up and Training: Lead hiring, onboarding and training of agents; accelerate new-

hire speed-to-productivity (NHT and OJT) through structured modules, FAQs and mock scenarios;

manage and reduce agent attrition.

- Performance Management: Set transparent KRAs/KPIs; run structured Performance

Improvement Plans (PIPs) and coaching paths for underperformers while recognising high achievers.

- Floor Motivation and Culture:



Design daily/weekly incentive contests, recognition programs and floor energy drivers to minimise churn and build a high-performance environment.
- SOP Architecture: Document, maintain and enforce SOPs across calling scripts, disposition codes, customer escalation trees and database hygiene.
- Dialer and CRM Administration: Optimise auto-dialers, IVR routing, call routing, lead allocation logic, call recording and CRM workflows to maximise talk time and connectivity.
- Executive MIS and Analytics: Deliver daily, weekly and monthly MIS dashboards covering lead-

to-conversion rates, lead response time, SLA adherence, dialer efficiency, caller productivity,

quality audit scores and agent attrition.

Requirements

- Total Experience: 6-8 years in CRM, contact centre operations or inside sales/customer success management.
- Team Leadership: 5+ years of team management experience, having managed teams of 12-20

employees.

- Balanced Capability: Experience across both outbound sales and inbound customer service/CRM. Candidates strong in either outbound sales (with inbound exposure) or inbound

CRM/customer service (with outbound exposure), and able to handle both, will be considered.

- Volume Handling: Experience managing 15,000-30,000 leads/calls per month in a high-volume calling setting.
- Metrics Ownership: Proven track record managing sales conversion, revenue targets, lead-to-

sale ratio, lead response time, follow-up TAT, lead leakage, call quality, audit scores and agent productivity.

- Workforce Management: Complete workforce management covering rosters, attendance,

capacity planning, shift scheduling, shrinkage management, hiring, onboarding, training and attrition control.

📌 Head of Customer Relationship Management (Gurugram)
🏢 GoodSpace AI
📍 Gurugram