- अनुभव
- कोणतेही
- पगार
- —
- रिक्त जागा
- 1
- पोस्ट केले
- 3 दिवस पूर्वी
- कार्य मोड
- कार्यालयात
- सारांश
- अर्ज करणे आवश्यक आहे
तुम्ही जिथे काम कराल
नोकरीचे वर्णन
About the Role
The Senior Manager - CRM based in Powai, Mumbai, operates within the Customer Relations / Customer Experience department. This leadership position focuses on ensuring outstanding execution in all customer interactions by rigorously following company-defined standards. A key aspect of the role includes leading the digital transformation of CRM processes, aiming to build a culture of high performance and customer centricity.
Primary Responsibilities
- Govern customer interactions by enforcing compliance with process standard operating procedures (SOPs) and customer experience benchmarks.
- Conduct scheduled quality audits of calls and emails to assess adherence to protocols and identify areas requiring improvement.
- Communicate audit results with Relationship Managers (RMs) and ensure timely implementation of corrective measures.
- Deliver personalized coaching and mentoring to RMs based on audit insights to close communication and behavioral gaps.
- Promote best practices and uplift frontline staff performance and service quality through guidance and support.
- Champion cultural transformation efforts, embedding company values into daily customer communications to enhance professionalism and reduce escalations.
- Create and deliver soft skills training interventions and develop standardized response templates to ensure consistent and professional customer interactions.
- Collaborate with the Training team to develop onboarding and ongoing training materials tailored to new hires and training needs assessments.
- Conduct New Hire training sessions ensuring alignment with company standards and smooth integration within the team.
- Work jointly with project teams to develop customer communication strategies relevant to construction updates aligned to project milestones.
Required Skills and Competencies
- Comprehensive knowledge of customer experience governance systems and quality assurance frameworks.
- Advanced communication abilities coupled with effective coaching and mentoring experience.
- Capability to identify learning and development needs and design impactful training content.
- Strong aptitude for problem-solving as well as conflict resolution in customer-facing environments.
- Demonstrated skill in driving cultural change initiatives and increasing team engagement.