CRM Team Lead

1 week ago

Noida, Uttar Pradesh, India Cloud Dhobi Full time ₹ 3,99,600 - ₹ 4,86,000 per year

Cloud Dhobi is a fast-growing startup in the laundry and dry-cleaning space, redefining urban convenience with technology-driven solutions. From humble beginnings six years ago to becoming a structured company, we are now building the right team to take us to the next level.

Location: Noida

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Salary Budget: INR 38,600 CTC + Performance Link Incentive

The Role

We're looking for a pioneering CRM Team Leader to establish and lead our customer service function from the ground up. This is not a plug-and-play role—you'll be the one designing processes, implementing tools, and shaping how Cloud Dhobi delivers a seamless customer experience. If you enjoy building systems, mentoring people, and ensuring that every customer interaction reflects consistency and care, this role is for you.

  • What You'll Do
    Set up the CRM function at Cloud Dhobi—designing workflows, service protocols, and escalation processes.
  • Lead and manage a team of CRM executives to ensure timely responses and smooth coordination with riders and operations teams.
  • Create and maintain customer service SOPs, ensuring strict adherence and continuous improvement.
  • Build performance tracking systems covering order flow, delivery timelines, and customer satisfaction.
  • Identify process gaps and proactively resolve issues around delays, escalations, or communication breakdowns.
  • Introduce CRM dashboards, reporting structures, and data-driven insights for leadership.

  • Act as the voice of the customer, driving continuous improvements to experience and satisfaction.

  • Who You Are
    Prior experience in a team lead or senior CRM role, preferably in a B2C environment.

  • A problem-solver with strong communication skills and a knack for structuring processes.
  • Able to manage both people and systems with empathy and accountability.
  • Comfortable working in a fast-paced startup environment where you'll be building, not just managing.

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