CRM TEAM LEAD FEMALE

Yogini Tradex Private Limited; Kolkata District; On-site; INR 400,000 - 650,000; Full time

Job summary

Yogini Tradex Private Limited is seeking a CRM Leader to supervise a team of CREs, manage daily activities and elevate customer retention. The role involves tracking calls, feedback, and service reminders, with emphasis on data-driven improvements and cross-functional coordination.

The ideal candidate has 3–7 years in CRM or customer-facing roles, strong Excel skills, and proven team leadership. Automotive/service CRM experience is a plus.

Qualifications

• Graduate with CRM/customer service experience.
• Experience in leading a team preferred.
• Automobile/service-centre CRM experience would be an advantage.
• Strong communication and interpersonal skills.
• Strong MS Excel knowledge is essential.

Responsibilities

• Lead and supervise a team of CREs; allocate daily activities and monitor productivity.
• Track calls, follow-ups, reminders, feedback and pending tasks; ensure timely completion.
• Monitor customer retention and satisfaction trends; identify non-returning customers and plan follow-ups; coordinate with service teams to address issues.
• Develop strategies to increase customer visits; analyse database for reminders, repeat visits and inactive customers; plan targeted campaigns.
• Prepare and maintain CRM MIS; track productivity by CRE and centre; analyze feedback and complaints; create management reports; use MS Excel for dashboards.

Skills

Team leadership

CRM management

MS Excel

Data analysis

Customer service

Education

Graduate

Job description

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

2.Customer Retention & Feedback

• Monitor customer retentionand repeat-service behaviour.
  
• Analyse customersatisfaction trends across different service centres.
  
• Identify customers who arenot returning for subsequent services and develop appropriate follow-upplans.
  
• Monitor service reminders,follow-ups and customer reactivation activities.
  
• Monitor customer complaintsand escalations.
  
• Understand the root causebehind customer dissatisfaction rather than merely recording complaints.
  
• Coordinate with serviceteams to identify recurring operational/service issues.
  
• Prepare complaint analysisand identify trends or recurring problem areas.
  
• Recommend corrective andpreventive actions to reduce customer complaints.
  
• Follow up to ensurecomplaints are closed satisfactorily.
  

4.Increasing Customer Inflow

• Develop strategies toincrease customer visits to the service centres.
  
• Analyse the existingcustomer database to identify opportunities for service reminders, repeatvisits and inactive customers.
  
• Plan targeted calling andfollow-up campaigns with the CRE team.
  
• Track campaign effectivenessand customer conversion.
  
• Work closely withworkshop/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 andservice-centre-wise productivity.
  
• Analyse customer feedback,complaints, retention and service-inflow data.
  
• Prepare reports formanagement review.
  
• Use MS Excel extensively for data tracking, analysis, dashboards and reporting.
  
• Candidates should becomfortable working with Excel formulas, filters, sorting, Pivot Tablesand basic data analysis.
  

Key Performance Areas

Thecandidate will be evaluated on:

• CRE productivity and taskcompletion
  
• Customer feedback andsatisfaction trends
  
• Reduction in recurringcomplaints
  
• Complaint closure andescalation management
  
• Accuracy and timeliness ofMIS
  
• Team performance anddiscipline
  

Requirements

Candidate Profile

• Graduate with approximately 3–7years of experience in CRM, customer relationship management,automobile dealerships, service centres, retail or a similarcustomer-facing environment.
  
• Prior experience managing ateam will be strongly preferred.
  
• Automobile/service-centreCRM experience would be an advantage.
  
• Strong communication andinterpersonal skills.
  
• Good analytical andproblem-solving ability.
  
• Strong working knowledge ofMS Excel is essential.
  
• Should be comfortableworking with numbers, MIS and customer databases.
  
• Should have the ability toidentify patterns and convert customer data into actionable improvementareas.
  
• Must be organised, proactiveand capable of following up with multiple teams.
  
• Should have acustomer-centric approach with the ability to handle escalationsprofessionally.
  

Ideal Candidate

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