CRM Team Lead

Policlinica Jardim Camburi; Kolkata Metropolitan Area; On-site; INR 420,000 - 720,000; Full time

Benefits offered by this job

Industry standard benefits

Job summary

Policlinica Jardim Camburi seeks a CRM team lead to supervise CREs, drive customer retention, and improve service engagement. You will track calls, feedback, and follow-ups, coordinate with service teams, and deliver MIS reports. Strong Excel skills and data-driven mindset are essential for success.

The role emphasizes leadership, process improvement, and proactive follow-up with multiple teams to enhance customer experiences across service centres.

Qualifications

• Graduate with approximately 3–7 years of experience in CRM or related roles.
• Experience managing a team in customer-facing environments.
• Strong communication and analytical skills; comfortable with numbers and MIS.

Responsibilities

• Lead and supervise a team of CREs and monitor productivity.
• Monitor customer retention, feedback and service reminders.
• Manage complaints with root-cause analysis and preventive actions.
• Develop strategies to increase customer inflow and engagement.
• Prepare daily/weekly/monthly CRM MIS and data reports.

Skills

Team management

CRM knowledge

Customer service

Data analysis

MS Excel

Communication

Education

Graduate degree

Tools

MS Excel

Pivot Tables

Job description

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

Requirements

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.

Benefits

As per industry standards