Customer Relationship Manager - Team Lead

Purpose of the Role

As a Team Lead - Customer Experience, you will lead a team of 45 Customer Experience Managers (CEMs), each managing a portfolio of ~250 high-value customers. Youll be accountable for coaching and empowering your team to drive customer delight, revenue realization, and process excellence. This is a high-impact role that combines leadership, execution rigour, and customer-centricity — critical to delivering 500 Cr+ annual collections and 125 Cr+ in new business generation.

Key Responsibilities:

Team Leadership & Coaching

• Manage a team of 4–5 CEMs, overseeing their performance, development, and motivation.
• Conduct regular 1:1s, team huddles, and performance reviews.
• Coach CEMs to sharpen customer engagement, collections ownership, and cross-sell conversations.
• Lead by example in embodying HoABL’s customer-first culture.

Business Delivery

• Ensure achievement of team targets:
• 500 Cr+ in annual collections
• 125 Cr+ in new business through upgrades, referrals, and cross-sells
• Monitor daily/weekly MIS to drive timely follow-ups, payment conversions, and pipeline progress.
• Identify underperformance early and support course correction.

Customer Success Oversight

• Maintain oversight of key customer issues, escalations, and resolution TATs.
• Step in for high-stakes or high-influence customer scenarios to provide senior-level assurance.
• Standardize and elevate service delivery practices across the team.

Process & System Governance

• Drive adherence to CRM hygiene, data accuracy, and documentation protocols.
• Track team inputs on customer feedback and share synthesized insights with senior leadership.
• Work cross-functionally with Sales, Product, Legal, and Finance teams to resolve blockers.

Team Culture & Capability Building

• Hire and onboard CEMs aligned to HoABL values and performance standards.
• Lead training initiatives and best-practice sharing forums for continuous capability upliftment.
• Be a culture custodian — energizing the team to stay customer-obsessed, adaptive, and accountable.

Qualifications & Experience

• Education: MBA (Sales, Marketing, or Customer Strategy preferred)
• Experience: 13-15 years overall, including atleast 2+ years in people management roles
• Prior experience in customer success, relationship management, or B2C lifecycle management preferred

Skills & Competencies

• Proven team leadership and performance management skills
• Proficiency in English (verbal +nonverbal+ written); proficiency in regional language(s) as needed.
• Customer-obsessed, emotionally intelligent, and calm under pressure
• Strong analytical and data interpretation abilities
• Executive presence in customer-facing conversations
• High emotional intelligence and conflict resolution capability
• CRM fluency and process orientation
• Bias for action and ownership mindset