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Senior Customer Relationship Manager

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Customer Engagement Leader

The Customer Engagement Leader is a strategic role responsible for overseeing and optimizing customer relationships to drive engagement, retention, and revenue growth. This position serves as a bridge between sales, marketing, and support teams, ensuring effective use of customer relationship management tools, maintaining data integrity, and delivering actionable insights.

Key Responsibilities:

  • Cross-Functional Coordination: Collaborate with sales, marketing, and support teams to align customer engagement strategies, lead routing, and interaction plans.
  • Training & Support: Train internal users on best practices for using customer relationship management tools and offer ongoing troubleshooting and support.
  • Reporting & Analytics: Monitor CRM KPIs and turn data into actionable insights and reports for leadership.
  • Customer Journey Strategy: Develop customer journey maps and targeted campaigns using behavior tracking and scoring mechanisms.

Required Qualifications & Skills:

  • Bachelor's degree in marketing, business, IT, or related field.
  • 2–4+ years of experience managing CRMs or sales operations; experience with LeadSquared is a strong advantage.
  • Proficiency in CRM platforms and workflow automation; familiarity with LeadSquared is highly preferred.
  • Strong analytical and data-driven decision-making ability.
  • Excellent communication, training, and cross-team collaboration skills.

Additional Requirements:

  • Detail-oriented, organized, and process-driven with the ability to manage multiple initiatives in a fast-paced environment.