Customer Relationship Management Manager

The Indian Garage Co.; Bengaluru; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

The Indian Garage Co. hires a Manager - CRM to lead the end-to-end CRM and customer experience across all touchpoints. You will own CRM processes, monitor metrics, and drive improvements in satisfaction, retention and service quality.

You will lead the CRM team, establish SLAs, collaborate with Sales, E-commerce, Retail, Operations and IT, and ensure timely resolution of escalations with a customer-centric approach.

Qualifications

• 10-12 years of relevant experience in CRM, Customer Experience, or Contact Centre.
• Prior managerial experience with ownership of a CRM function.
• Experience handling customer interactions across Voice, Email, Chat and digital channels.
• Strong experience in escalations and complaint resolution.
• Hands-on with CRM platforms and ticketing systems.
• Strong knowledge of CRM metrics, dashboards and analytics.
• Experience defining SLAs, TATs, and KPIs.
• Excellent stakeholder management and communication skills.
• Bachelor's degree; MBA/PG in Marketing or CX is a plus.

Responsibilities

• Own the overall CRM function across channels (Phone, Email, Chat).
• Set and monitor service standards, SLAs and TATs.
• Manage customer inquiries, complaints and escalations.
• Lead the CRM team with clear KRAs and coaching.
• Coordinate with Sales, E-commerce, Retail and Ops for resolution.
• Develop CRM processes, SOPs and workflows.
• Track CSAT, FCR, response and resolution times.
• Identify recurring issues and drive corrective actions.
• Prepare escalation reports for senior management.

Education

Bachelor's degree

MBA / PG in Marketing or CX

Tools

CRM platforms

Ticketing systems

Job description

The Manager - CRM will be responsible for driving the overall Customer Relationship Management function for TIGC, ensuring a seamless, consistent, and customer-centric experience across all customer touchpoints.

The role will be responsible for managing customer queries, complaints, feedback and escalations, while building effective CRM processes, monitoring customer experience metrics, identifying recurring customer issues and working closely with internal teams to drive timely resolution.

The role will also lead the CRM team, establish service standards and processes, track performance through relevant KPIs and dashboards, and continuously identify opportunities to improve customer satisfaction, retention and overall customer experience.

1. CRM & Customer Experience Management

• Own the overall CRM function and ensure a consistent and high-quality customer experience across Phone, Email, Chat and other customer touchpoints.
• Establish and monitor customer service standards, SLAs and resolution timelines.
• Ensure customer enquiries, complaints and requests are resolved effectively and within defined TATs.
• Drive a high First Contact Resolution (FCR) approach wherever possible.
• Monitor customer feedback, complaints and service trends to identify areas of improvement.
• Ensure a customer-centric approach across all CRM interactions.

2. Team Management

• Lead, manage and mentor the CRM/customer support team.
• Define team goals, KRAs, KPIs and individual performance parameters.
• Monitor team productivity, quality, adherence and resolution performance.
• Conduct regular performance reviews, coaching and capability-building sessions.
• Ensure appropriate staffing and workflow management based on business volumes.
• Build a culture of accountability, ownership and customer focus within the team.
• Own critical and high-priority customer escalations and ensure timely closure.
• Establish an effective escalation matrix and ensure issues are routed to the appropriate stakeholders.
• Coordinate with Sales, E-commerce, Retail, Operations, Warehouse, Technology and other relevant functions for resolution.
• Proactively communicate with customers where resolution requires additional time.
• Identify recurring customer complaints and drive corrective and preventive actions.
• Prepare escalation reports and highlight critical customer issues to senior management.

4. CRM Process & System Management

• Drive effective utilisation of the CRM system for capturing, tracking and resolving customer interactions.
• Ensure accurate logging and classification of customer enquiries, complaints and service requests.
• Develop and maintain CRM workflows, processes and SOPs.
• Identify process gaps and recommend automation or system improvements.
• Work with technology/CRM vendors and internal IT teams for system enhancements, integrations and issue resolution.
• Ensure CRM data accuracy and integrity.

5. Customer Analytics & MIS

• Develop and monitor CRM dashboards and reports covering key customer service metrics.
• Track metrics such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Resolution Time, Average Response Time, Complaint TAT, Escalation Rate, Repeat Complaint Rate, Customer Contact Volume, Agent Productivity and Service Level / SLA adherence.
• Analyse customer trends and provide actionable insights to management.
• Identify recurring product, service or process issues through customer data.
• Present periodic CRM performance reports and improvement plans to management.

6. Cross-functional Collaboration

• Work closely with Retail, E-commerce, Marketing, Sales, Operations, Warehouse and Technology teams to resolve customer issues.
• Identify customer pain points and communicate insights to relevant business teams.
• Support product, process and service improvements based on customer feedback.
• Participate in cross-functional initiatives aimed at improving customer experience.
• Ensure effective coordination during major business incidents or customer-impacting issues.

7. Customer Feedback & Improvement

• Establish mechanisms to capture and analyse customer feedback.
• Identify trends in customer expectations, complaints and satisfaction levels.
• Convert customer feedback into actionable improvement initiatives.
• Drive continuous improvement in CRM processes and customer experience.
• Benchmark internal service standards and identify opportunities to improve the customer journey.

What Do You Need To Bring

• 10-12 years of relevant experience in CRM, Customer Experience, Customer Service, Contact Centre or related functions.
• Prior experience in a Managerial/Team Management role with ownership of a CRM/customer support function.
• Experience in managing customer interactions across Voice, Email, Chat and digital channels.
• Strong experience in handling customer escalations and complaint resolution.
• Hands-on experience with CRM platforms and customer service/ticketing systems.
• Strong understanding of CRM metrics, dashboards, MIS and customer analytics.
• Experience in defining and monitoring SLAs, TATs, FCR and customer service KPIs.
• Strong stakeholder management and cross-functional coordination skills.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical ability.
• Ability to identify process gaps and drive continuous improvement.
• Strong working knowledge of MS Excel, PowerPoint and other reporting tools.
• Ability to work in a fast-paced, customer-focused environment.
• Bachelor's degree in any relevant discipline; MBA/PG qualification in Marketing, Customer Experience or related field will be an added advantage.

• Customer Focus
• Customer Experience Management
• Problem Solving
• Analytical Thinking
• Stakeholder Management
• Escalation Management
• Process Orientation
• Drive for Results
• Integrity & Trust

Working Hours

As per business requirements; may involve rotational shifts and weekly offs.