Manager CRM

3 hours ago

Mumbai, Maharashtra, India Elixrr Industries Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role Overview

We are seeking an experienced and dynamic Assistant Manager / Manager CRM to lead CRM initiatives and act as a key link between the IT-CRM function and the Sales team. The ideal candidate will have hands-on experience in CRM platforms, customer lifecycle management, sales coordination, and post-sales support functions. A strong analytical mindset, customer-first attitude, and ability to thrive in a fast-paced environment are essential.

Key Responsibilities

  • Manage and oversee CRM system operations, ensuring alignment with sales and marketing goals.
  • Coordinate with the sales team for lead management, sales tracking, and post-sales processes.
  • Design, implement, and manage workflows, automations, and campaigns using CRM tools (e.g., Web Engage, Clever Tap, etc.).
  • Handle customer onboarding processes welcome calls, documentation checks, CRM booking entry, and allotment letters.
  • Manage and optimize

  • systems for:

  • Lead & Sales Management

  • Dealer Portal
  • Complaint & Ticket Management
  • Loyalty Program Apps
  • Mobile Applications

  • Expense Management

  • Develop and maintain dashboards, reports, and BI insights for performance tracking and management.

  • Ensure prompt and efficient resolution of customer queries and issues.
  • Generate collection MIS reports and share insights with the management team.
  • Assist stakeholders in CRM process design, business architecture, and implementation strategy.
  • Contribute to CRM platform development and customization, ensuring user adoption and training.
  • Collaborate cross-functionally to drive a customer-centric culture and improve CRM efficiency.
  • Understand business needs and offer scalable CRM solutions using platforms such as Salesforce (SFDC).
  • Provide leadership and mentoring to junior developers and support staff on CRM development and best practices.
  • Execute testing, user acceptance, and change management processes effectively.

Desired Skills & Attributes

  • Proven experience in CRM, customer success, or engagement roles, preferably in subscription-based businesses or start-ups.

  • Hands-on experience with CRM tools like Salesforce, WebEngage, CleverTap, etc.

  • Proficiency in setting up CRM workflows, automation, and customer journeys.

  • Strong analytical skills with the ability to interpret data and drive strategic decisions.

  • Basic knowledge of SAP and system integrations is an advantage.

  • Ability to create and interpret process flowcharts and activity diagrams.

  • Excellent communication (written & verbal) and interpersonal skills.

  • Strong problem-solving skills with a customer-centric approach.

  • Team-oriented with the ability to work across departments in a fast-moving environment.

  • Experience in leading CRM implementations and user training programs.

  • Adaptable and proactive, especially in a dynamic, start-up-like environment.

Qualifications

  • Any Engineering degree required;

  • Prior experience in CRM, retail or consumer-facing industries is highly desirable.

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