Mahima Group - AGM/DGM/Head - CRM

Job Description

Department: Customer Relation/ lead management

Designation: AGM/ DGM

Reported by: CRM Team

Interaction with : Sales & Mkt, Accounts, Customers

JOB DESCRIPTION

- Responsible for Pre & Post sales operations, Sales lead Managements, supervise documentation.

- Heading the Customer interfacing and back end documentation processing teams.

- Planning and organizing the next POAs (plan of action) in terms of various activities to promote sales (Reference sales from Exe. clients), handling Customer queries and report to management on time Schedule.

- Designing SOPs and related training material for developing improved focused process oriented approach

- Demands and Collections, Management of Receivables which includes status checks, MIS, collection etc

- Achieving targets, managing TAT.

- Support to sales team, manage sales lead data and follow-up with sales team.

- Identifying areas of process improvements on client conference calls with the sole

- Objectivity to enhance customer experience at overall process level.

- Responsible to Develop customer Care and call center operations.

- Providing overview of various MIS and feedback for management review.

- Lead the CRM and call center team

- Responsible for the complete life cycle management of the customer.