CRM Manager

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.

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.

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.

Escalation \& Complaint Management

• 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.

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.

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.

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.

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.

Key