CRM Team Lead

Key Responsibilities

1. Team Management & Daily Monitoring

• Lead and supervise a team of Customer Relationship Executives (CREs).
  
• Allocate daily activities and monitor individual productivity.
  
• Track calls, follow-ups, service reminders, customer feedback and pending activities.
  
• Ensure all assigned CRM activities are completed within defined timelines.
  
• Review daily MIS and follow up with team members on pending tasks.
  
• Conduct regular team reviews and provide guidance to improve performance.
  

2. Customer Retention & Feedback

• Monitor customer retention and repeat-service behaviour.
  
• Track customer feedback received after service.
  
• Analyse customer satisfaction trends across different service centres.
  
• Identify customers who are not returning for subsequent services and develop appropriate follow-up plans.
  
• Monitor service reminders, follow-ups and customer reactivation activities.
  

3. Complaint Management & Root-Cause Analysis

• Monitor customer complaints and escalations.
  
• Understand the root cause behind customer dissatisfaction rather than merely recording complaints.
  
• Coordinate with service teams to identify recurring operational/service issues.
  
• Prepare complaint analysis and identify trends or recurring problem areas.
  
• Recommend corrective and preventive actions to reduce customer complaints.
  
• Follow up to ensure complaints are closed satisfactorily.
  

4. Increasing Customer Inflow

• Develop strategies to increase customer visits to the service centres.
  
• Analyse the existing customer database to identify opportunities for service reminders, repeat visits and inactive customers.
  
• Plan targeted calling and follow-up campaigns with the CRE team.
  
• Track campaign effectiveness and customer conversion.
  
• Work closely with workshop/service teams to improve customer engagement and retention.
  

5. MIS, Excel & Data Analysis

• Prepare and maintain daily, weekly and monthly CRM MIS.
  
• Track CRE-wise and service-centre-wise productivity.
  
• Analyse customer feedback, complaints, retention and service-inflow data.
  
• Prepare reports for management review.
  
• Use MS Excel extensively for data tracking, analysis, dashboards and reporting.
  
• Candidates should be comfortable working with Excel formulas, filters, sorting, Pivot Tables and basic data analysis.
  

Key Performance Areas

The candidate will be evaluated on:

• CRE productivity and task completion
  
• Customer retention and repeat service
  
• Customer feedback and satisfaction trends
  
• Reduction in recurring complaints
  
• Complaint closure and escalation management
  
• Service-centre customer inflow
  
• CRM campaign effectiveness
  
• Accuracy and timeliness of MIS
  
• Team performance and discipline
  

Candidate Profile

• Female candidate preferred.
  
• Graduate with approximately 3–7 years of experience in CRM, customer relationship management, automobile dealerships, service centres, retail or a similar customer-facing environment.
  
• Prior experience managing a team will be strongly preferred.
  
• Automobile/service-centre CRM experience would be an advantage.
  
• Strong communication and interpersonal skills.
  
• Good analytical and problem-solving ability.
  
• Strong working knowledge of MS Excel is essential.
  
• Should be comfortable working with numbers, MIS and customer databases.
  
• Should have the ability to identify patterns and convert customer data into actionable improvement areas.
  
• Must be organised, proactive and capable of following up with multiple teams.
  
• Should have a customer-centric approach with the ability to handle escalations professionally.
  

Ideal Candidate

We are looking for someone who can move beyond simply making calls and collecting feedback and can actually lead the CRM team, understand the data, identify why customers are dissatisfied or not returning, and work with the service teams to improve customer retention and workshop inflow.