CRM Lead

We are looking for CRM Lead

Location: Agra

Experience: 6–10 Years

Department: Customer Relationship Manangement

About the Role:-

We are looking for a CRM Lead – After Sales to manage customer relationships after purchase, ensure timely resolution of customer queries and complaints, and drive a high-quality customer experience.

Key Responsibilities:-

• Lead the after-sales CRM team and ensure timely resolution of customer queries, complaints, and requests.
• Manage customer interactions across calls, email, WhatsApp, and other support channels.
• Monitor and improve response time, resolution TAT, and customer satisfaction.
• Handle escalated and critical customer issues and ensure effective resolution.
• Coordinate with Sales, Operations, Logistics, Product, and other teams to resolve customer concerns.
• Track customer complaints, identify recurring issues, and recommend process improvements.
• Monitor CRM team performance through key metrics such as TAT, resolution rate, backlog, and customer satisfaction.
• Prepare regular CRM/after-sales reports and MIS for management.
• Establish SOPs and improve processes to enhance the overall post-purchase customer experience.
• Train, guide, and monitor the CRM team to ensure consistent service quality.

Requirements:-

• 4–7 years of experience in CRM, Customer Support, Customer Service, or After-Sales.
• Prior experience in team handling and escalation management.
• Strong communication and customer-handling skills.
• Experience with CRM/helpdesk/ticketing systems.
• Strong problem-solving and coordination skills.
• Good knowledge of Excel/Google Sheets and MIS reporting.
• Ability to work with multiple internal teams and manage customer escalations.
• Experience in E-commerce, D2C, Retail, or Consumer Businesses will be an advantage.

Contact us for more at [HIDDEN TEXT]