Senior Manager - CRM

About the Role

The Senior Manager - CRM based in Powai, Mumbai, operates within the Customer Relations / Customer Experience department. This leadership position focuses on ensuring outstanding execution in all customer interactions by rigorously following company-defined standards. A key aspect of the role includes leading the digital transformation of CRM processes, aiming to build a culture of high performance and customer centricity.

Primary Responsibilities

• Govern customer interactions by enforcing compliance with process standard operating procedures (SOPs) and customer experience benchmarks.
• Conduct scheduled quality audits of calls and emails to assess adherence to protocols and identify areas requiring improvement.
• Communicate audit results with Relationship Managers (RMs) and ensure timely implementation of corrective measures.
• Deliver personalized coaching and mentoring to RMs based on audit insights to close communication and behavioral gaps.
• Promote best practices and uplift frontline staff performance and service quality through guidance and support.
• Champion cultural transformation efforts, embedding company values into daily customer communications to enhance professionalism and reduce escalations.
• Create and deliver soft skills training interventions and develop standardized response templates to ensure consistent and professional customer interactions.
• Collaborate with the Training team to develop onboarding and ongoing training materials tailored to new hires and training needs assessments.
• Conduct New Hire training sessions ensuring alignment with company standards and smooth integration within the team.
• Work jointly with project teams to develop customer communication strategies relevant to construction updates aligned to project milestones.

Required Skills and Competencies

• Comprehensive knowledge of customer experience governance systems and quality assurance frameworks.
• Advanced communication abilities coupled with effective coaching and mentoring experience.
• Capability to identify learning and development needs and design impactful training content.
• Strong aptitude for problem-solving as well as conflict resolution in customer-facing environments.
• Demonstrated skill in driving cultural change initiatives and increasing team engagement.