CRM Manager

Vkc Nuts; Dadri; On-site; INR 2,000,000 - 4,500,000; Full time

Job summary

VKC Nuts is seeking a senior CRM and customer care leader to design and run end-to-end CRM processes across inbound support, lead management, and online reputation management. You will build the CRM department and select the tech stack, including ticketing, telephony, and CDP, while setting SLAs and partner relationships.

You will own data governance, B2B lead management, and operational excellence across multiple consumer channels, ensuring scalable automation and strong CSAT.

Qualifications

• 6–10 years of experience in CRM, customer support, consumer care or contact-center operations and CRM automation.
• Proven experience in building or scaling a CRM function from scratch or through major restructuring.
• Experience in FMCG, Food & Beverage, Retail, E-commerce, consumer durable brands preferred.
• Experience with online reputation management practices and platforms.
• Prior experience with CRM and ticketing platforms such as Salesforce, Zoho CRM, Freshworks, Hubspot, Freshdesk, cloud telephony etc.
• Candidates with exposure to automation/chatbot deployment will be preferred.
• Exposure to the FOSCOS portal for complaint/compliance management.

Responsibilities

• Design, document, and continuously improve end-to-end CRM processes covering inbound support, outbound lead management, and online reputation management.
• Build the CRM department structure from the ground up with defined roles and SOPs.
• Select and implement CRM technology stack including ticketing, telephony, WhatsApp Business API, CDP and reporting tools.
• Build automation into the function to speed up work while maintaining quality of consumer interactions.
• Set and monitor SLAs, quality benchmarks, and escalation matrices across CRM.
• Manage relationships with CRM technology and service partners.
• Own inbound query resolution across calls, WhatsApp, email, and social channels with strong CSAT targets.
• Ensure compliance reporting on portals like FOSCOS within defined timelines.
• Develop tiered support with self-serve automation and live agents for escalations as volumes grow.
• Maintain a centralized first-party consumer data repository and oversee B2B lead management across multiple sectors.
• Collaborate with sales to monitor lead progression and funnel performance.
• Own ORM with proactive monitoring of online reputation and review sentiment.

Skills

People management

Analytical skills

Process design

Stakeholder management

Cross-functional collaboration

Tools

Salesforce

Zoho CRM

HubSpot

Freshdesk

Freshworks

MS Dynamics

Power BI

Looker Studio

Excel

CDP

WhatsApp Business API

Job description

1. CRM Strategy, Process & Team Building

• Design, document, and continuously improve end-to-end CRM processes covering inbound support, outbound lead management, and online reputation management
• Build the CRM department structure from the ground up. Define roles and SOPs
• Select and implement the CRM technology stack ticketing, telephony, WhatsApp Business API, CDP and reporting tools
• Build automation into the function wherever it improves speed or consistency, without compromising the quality of consumer interactions
• Set and monitor SLAs, quality benchmarks, and escalation matrices across the CRM function
• Manage relationship with CRM technology and service partners

2. Inbound customer support

• Own inbound query resolution across calls, WhatsApp, email, and social media channels, ensuring consistent CSAT and turnaround time
• Manage complaint handling and compliance reporting on regulatory/food-safety portals (e.g., FOSCOS) within defined timelines
• Build tiered support (self-serve/automation for routine queries, live agents for escalations) to improve efficiency as volumes scale
• Build and own the service standards that ensure every consumer is heard and responded to quickly for product quality and food-safety-related feedback

3. CRM and Customer data and lead management

• Build and maintain a centralized repository of first party consumer data collected through inbound consumer care team
• Own the B2B lead management process of potential business partners across corporate gifting, HoReCa, institutions, export, pharma and industrial customers
• Ensure all potential business leads are captured, qualified, tracked and assigned to respective sales teams within Nutraj
• Work closely with sales team to monitor lead progression and conversion rates, ageing and sales funnel performance

4. Online Reputation Management (ORM)

• Own the brand's online reputation across Google, marketplaces, app stores, and social/review platforms
• Set up monitoring and response workflows to track, respond to, and resolve customer reviews and complaints in a timely manner
• Build a systematic approach to improving average ratings and review sentiment, and to flagging recurring product/service issues to relevant internal teams

5. Reporting & Stakeholder Management

• Prepare and present regular MIS/dashboards on CRM performance (inbound, B2B lead management and ORM) to the CMO
• Analyze consumer complaint trends
• Implement and monitor service level agreements (SLAs) for response and resolution.

Candidate Requirements

• 6-10 years of experience in CRM, customer support, consumer care or contact-center operations and CRM automation
• Proven experience in building or scaling a CRM function from scratch or through major restructuring.
• Experience in FMCG, Food & Beverage, Retail, E-commerce, consumer durable brands preferred
• Experience with online reputation management practices and platforms
• Prior experience with CRM and ticketing platforms such as Salesforce, Zoho CRM, Freshworks, Hubspot, Freshdesk, cloud telephony etc.
• Candidates with exposure to automation/chatbot deployment will be preferred
• Exposure to the FOSCOS portal for complaint/compliance management.

Skills & Attributes

• Strong people management skills. Experience in leading a team of executives
• Strong analytical and project management skills
• Process orientation with the ability to design SOPs and drive automation to reduce manual effort.
• Excellent stakeholder management and communication skills to work closely with the CMO and cross-functional leaders

Preferred Technical Skills

• CRM Platforms (Salesforce, Zoho CRM, HubSpot, Microsoft Dynamics)
• Helpdesk Platforms (Freshdesk, Zoho Desk)
• Marketing Automation (WebEngage, MoEngage, CleverTap)
• Analytics (Power BI, Google Looker Studio, Excel)
• WhatsApp Business API
• AI-enabled customer service tools
• Customer Data Platforms (CDP)