Customer Relationship Management Team Lead

4 weeks ago

Pimpri Chinchwad, India EMotorad Full time

About EMotorad:



We see ourselves as a bunch of crazy maniacs who refuse to understand "It Can Not Happen".

People know us for building the most awesome e-bikes (electric bicycles) but, how we see it is "We believe we are changing the world, one e-bike at a time, and playing a part in bringing India to the Global map for EVs." The company aims to bring across top-quality e-Bikes which would currently cost way more in the Indian market at an affordable price utilizing its local sourcing and manufacturing capabilities.

Let's talk numbers

We are currently the market leader in India across the e-bike category and are just on the verge of announcing our series C.

Having grown from a team of 5 to now 150+ across the globe, from a small garage to now offices across 21 countries and clocking in INR 300+ Cr revenue in first three years of operations. We have raised series B from global investors.

We think this is a great start to our exciting journey.


Come, join us, help us transform the world, mobility and have a blast while doing it Think you are the right fit? Feel free to apply


Position Overview:


We are looking for an experienced and dynamic CRM Team Lead with 3-4 years of

experience to join our team in the Electric Vehicle (EV) industry. The ideal candidate will

be responsible for leading the CRM team, overseeing commissioning activities,

managing agents, and handling level 1 escalations. The role demands a strong

communicator with hands-on experience with CRM and helpdesk software, and a deep

understanding of customer needs within the EV space.


Key Responsibilities:


 Lead CRM Operations: Oversee day-to-day CRM operations, ensuring the

system is functioning smoothly and meeting customer requirements.

 Team Management: Lead and manage a team of CRM agents, providing

guidance, training, and support for their professional development.

 Commissioning Oversight: Lead the commissioning process, ensuring

successful CRM tool implementations and optimizations for the team and

business needs.

 Escalation Management: Handle and resolve level 1 customer escalations,

ensuring timely and effective solutions while maintaining high customer

satisfaction.

 CRM Optimization: Work hands-on with CRM and help desk software,

identifying and implementing improvements to enhance efficiency and user

experience.

 Reporting & Analysis: Monitor CRM performance and generate regular reports

for senior leadership on team performance, issues, and opportunities for

improvement.

 Cross-functional Collaboration: Collaborate with other departments (Sales,

Support, Technical) to ensure CRM processes align with business goals and

customer expectations.

 Training & Development: Provide training and mentoring to CRM agents on

best practices, new tools, and customer service excellence.


Qualifications & Skills:


 Experience: 3-4 years of experience working with CRM systems, including

hands-on experience with CRM or helpdesk software (e.g., Salesforce, Zoho,

HubSpot, Zendesk).

 Industry Knowledge: Preferably experience in the Electric Vehicle (EV) industry

or a related field, with an understanding of customer needs and challenges in this

space.

 Communication: Excellent verbal and written communication skills; ability to

articulate complex information to both technical and non-technical stakeholders.

 Problem-Solving: Strong problem-solving skills, with the ability to handle

customer complaints and escalations professionally and effectively.

 Leadership: Proven experience in leading and motivating a team, fostering

collaboration, and driving performance.

 Technical Skills: Comfortable using CRM software, help desk platforms, and

basic analytics tools.

 Customer-Centric Mindset: A commitment to delivering exceptional customer

service and maintaining customer satisfaction.

 Adaptability: Ability to thrive in a fast-paced, evolving environment with a focus

on continuous improvement.


Preferred Qualifications:


 CRM Tools Expertise: Familiarity with multiple CRM platforms, automation tools,

and integrations.

 EV Industry Insight: Prior experience working within the Electric Vehicle (EV)

sector or related technology-driven industries.

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