Lead - Customer Relationship Management

Glance; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Glance in Bengaluru is looking for a CRM & Customer Relationship Management Lead to build an efficient customer query resolution system. You will design and manage the entire CRM infrastructure, implement automated workflows, and ensure robust complaint management.

Ideal candidates should have 3–5 years of experience in CRM management and proficiency in platforms like Zendesk or Salesforce. Key skills include systems thinking and exceptional communication abilities. The position offers a dynamic role shaping customer experiences.

Qualifications

• 3–5 years of experience in CRM management, customer operations, or customer success.
• Hands-on experience with at least one CRM/helpdesk platform.
• Proven ability to design complex automated workflows.
• Strong understanding of complaint management best practices.
• Experience in building reporting dashboards for leadership visibility.

Responsibilities

• Design and implement a scalable CRM and complaint management system.
• Evaluate and deploy suitable CRM/helpdesk platforms.
• Build automated workflows for ticket handling and resolution tracking.
• Set up AI-powered auto-reply and deflection systems.
• Create omnichannel intake infrastructure for customer queries.

Skills

CRM management

Customer operations

Data analysis

Communication skills

Automation mindset

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

HubSpot Service Hub

Job description

About the Role

We are hiring a CRM & Customer Relationship Management Lead to build and run Glance’s end-to-end customer query, complaint, and concern resolution infrastructure. This role goes well beyond traditional customer support — you will architect the entire CRM system, design automated workflows, set up intelligent routing and escalation paths, build self‑service mechanisms, and create a reporting layer that gives leadership real‑time visibility into customer health. You will work with tools like Zendesk, Freshdesk, Salesforce Service Cloud, or HubSpot Service Hub and will be expected to evaluate, recommend, and implement the right stack for Glance’s scale and complexity. You report to the Director of Strategy & Operations and will collaborate closely with the Product, Engineering, and Community charters.

Key Responsibilities

• Design and implement a scalable CRM and complaint management system from the ground up — covering intake, categorisation, routing, resolution, and feedback loops.
• Evaluate and deploy CRM/helpdesk platforms (Zendesk, Freshdesk, Salesforce Service Cloud, HubSpot Service Hub, Zoho Desk, or own systems) suited to Glance’s needs.
• Build automated workflows for ticket triage, SLA enforcement, escalation triggers, and resolution tracking using no-code/low-code automation
• Set up AI‑powered auto‑reply and deflection systems, chatbots, canned responses, knowledge‑base self‑service portals, to reduce first‑response time and agent load.
• Create omnichannel intake infrastructure: email, in‑app, web forms, social media mentions, and voice — all funneling into a unified agent workspace.
• Define and enforce SLA policies with automated breach alerts, priority‑based routing, and real‑time dashboards.
• Build a comprehensive reporting and analytics layer — ticket volumes, CSAT/NPS scores, resolution times, agent performance, complaint trend analysis, and root‑cause identification.
• Establish a structured escalation matrix with clear ownership tiers (L1/L2/L3) and cross‑functional handoff protocols to Product and Engineering.
• Design and maintain a customer‑facing knowledge base / FAQ centre with regular content refreshes based on trending queries.
• Develop customer lifecycle communication workflows — onboarding sequences, proactive outreach, re‑engagement triggers, and win‑back campaigns.
• Ensure data hygiene, CRM record accuracy, and compliance with data protection regulations (IT Act, GDPR where applicable).
• Produce weekly and monthly CRM health reports for leadership, including actionable recommendations.

MUST‑HAVE QUALIFICATIONS

• 3–5 years of experience in CRM management, customer operations, or customer success — preferably in a tech, e‑commerce, or consumer‑internet company.
• Hands‑on experience setting up and administering at least one enterprise CRM/helpdesk platform (Zendesk, Freshdesk, Salesforce Service Cloud, or HubSpot Service Hub).
• Proven ability to design complex automated workflows — ticket routing, SLA escalations, auto‑replies, and multi‑step resolution pipelines.
• Strong understanding of complaint management best practices: omnichannel intake, intelligent triage, root‑cause analysis, and closed‑loop feedback.
• Experience building reporting dashboards (using native CRM analytics, Looker Studio, Power BI, or similar) for leadership visibility.
• Excellent communication skills — ability to draft customer‑facing macros, FAQs, and knowledge‑base articles that are clear, empathetic, and on‑brand.
• Data‑driven approach to decision‑making with comfort in SQL or spreadsheet‑based analysis for CRM data.

NICE‑TO‑HAVE / PREFERRED

• Experience with AI‑powered CRM features: intelligent triage, sentiment detection, auto‑categorisation, and AI agent deployment.
• Familiarity with integration middleware (Zapier, Make, Power Automate) and APIs for connecting CRM to internal systems.
• CRM platform certifications (Zendesk Administrator, Salesforce Service Cloud Consultant, HubSpot Service Hub, etc.).
• Experience with social media complaint management tools (Sprinklr, Sprout Social) for routing social mentions into the CRM.
• Background in building customer health scoring models or churn prediction frameworks.
• Knowledge of VoC (Voice of Customer) programmes and NPS/CSAT survey design.
• Experience in a mobile‑first consumer product environment in India.

KEY SKILLS & COMPETENCIES

• Systems Thinking — Ability to architect end‑to‑end CRM infrastructure with interconnected workflows, not just manage tickets.
• Automation Mindset — Default instinct to automate repetitive tasks; comfort with no‑code tools and workflow builders.
• Analytical Rigour — Can extract insights from CRM data, identify patterns in complaint volumes, and build actionable dashboards.
• Customer Empathy — Genuinely cares about customer experience and can translate that into process design and communication tone.
• Tool Mastery — Deep proficiency in at least one CRM/helpdesk platform with ability to quickly learn and evaluate others.
• Process Design — Can document SOPs, escalation matrices, and resolution playbooks that scale with team growth.
• Cross‑Functional Influence — Can work with Product, Engineering, and Marketing to close the loop on systemic customer issues.