CRM Lead - Internet

Position: CRM Lead

Location: Mumbai

Reporting To: Head of Customer Service and Support

Job Overview:

We are seeking a dynamic and experienced CRM Head to lead our customer relationship management initiatives in service functions. The ideal candidate will have a strong background in in-house and call center operations, with a proven ability to leverage technology to optimize processes and reduce costs. This role requires a hands-onleader who can manage large teams and drive operational efficiency.

Key Responsibilities:

Strategic Leadership:

- Develop and implement CRM strategies to enhance customer experience and loyalty.

- Lead the CRM team, ensuring alignment with organizational goals.

Operations Management:

- Oversee call center operations, managing a team of 100+ personnel.

- Ensure effective partner management to drive CRM success.

Technology Integration:

- Identify and implement technology interventions that reduce manpower costs and streamline processes.

- Utilize data analytics to drive informed decision-making and improve customer engagement.

Stakeholder Management:

- Collaborate with senior leadership and cross-functional teams to align CRM initiatives with business objectives.

- Communicate project status, risks, and updates to key stakeholders.

Required Qualifications and Skills:

- 15-16 years of relevant experience, with a focus on CRM

- Bachelor's degree in Business Administration, Marketing, and Information

- Familiarity with technology-driven solutions to improve customer service efficiency.

- Experience managing large teams, demonstrating stability and a strong work history.

- Ability to dive deep into operations and effectively manage day-to-day challenges.