Crm Manager

Role & responsibilities:-

1. Team Management & Leadership:

• Supervision & Training: Oversee a team of telecallers, ensuring they are well-trained on products, services, and CRM systems. Conduct regular training sessions to improve team performance.
• Performance Monitoring: Track and evaluate team performance using key performance indicators (KPIs) such as call volume, customer satisfaction, conversion rates, etc.
• Motivation & Support: Provide motivation and guidance to ensure that the team stays productive and focused. Address any issues or concerns that arise within the team.
• Scheduling & Shift Management: Manage call schedules, ensuring that all shifts are covered and that team members are working efficiently.

2. Customer Relationship Management:

• Customer Retention: Develop strategies to engage and retain customers through personalized communication, addressing complaints, and ensuring that customer concerns are handled promptly.
• Lead Management: Work on converting inbound and outbound leads into loyal customers, tracking lead progress in the CRM system, and ensuring follow-ups are timely.
• Customer Feedback & Surveys: Collect feedback from customers about their experiences and use it to improve processes and team performance.

3. Managing Telecalling Teams: Overseeing teams who make calls to customers for sales, support, follow-ups, or feedback collection.

4. Coaching and Training: Providing training to telecalling teams to improve their customer handling, problem-solving, and sales skills.

Skills and Qualifications:

• Bachelor's degree in Marketing, Business Administration, or related field.
• years of experience in CRM or a similar customer-focused role.
• Proficiency in CRM software
• Strong understanding of data analytics and the ability to interpret and act on data.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with cross-functional teams.

Preferred Qualifications:

• Experience with marketing automation tools.
• Knowledge of customer lifecycle management.
• Certifications in CRM tools or marketing analytics.