CRM Manager

Arihant Capital Markets

Brief Description

We are looking for an experienced and customer-centric CRM Manager to oversee customer relationship management operations and enhance the overall client experience. The ideal candidate will be responsible for managing CRM systems, analyzing customer data, improving service processes, and leading a team to ensure efficient customer engagement and satisfaction.

Job Responsibilities

Manage end-to-end customer relationship processes to ensure a seamless and superior client experience across all service channels.

Oversee customer service quality, resolve client queries, and ensure prompt handling of complaints and escalations.

Monitor service tickets, escalations, turnaround time (TAT), and adherence to defined service-level agreements (SLAs).

Coordinate with Operations, Sales, Technology, Compliance, and Product teams to ensure timely issue resolution and effective service delivery.

Prepare and analyze MIS reports, customer feedback summaries, and service performance dashboards for management review.

Identify process gaps and recommend workflow improvements to enhance operational efficiency and customer satisfaction.

Drive customer experience initiatives by improving communication, service standards, and support processes.

Track key performance metrics, customer trends, and service quality indicators to support continuous improvement initiatives.

Lead and mentor the CRM team to achieve service excellence and organizational objectives.

Ensure compliance with internal policies, data governance standards, and regulatory requirements in all customer service activities.

Qualifications and Skills

MBA or Graduate in Business Administration, Marketing, Finance, or a related discipline.

5–8 years of experience in Customer Relationship Management, Customer Service, or Client Operations, preferably in the financial services industry.

Strong hands-on experience with CRM software and customer relationship management tools.
Excellent customer service, relationship management, and stakeholder management skills.
Strong analytical abilities with expertise in MIS reporting, data analysis, and performance tracking.
Proven experience in process improvement and operational excellence.
Strong leadership, team management, and mentoring capabilities.
Excellent communication, presentation, and interpersonal skills.
Proficiency in MS Office (Excel, PowerPoint) and CRM reporting tools.
Ability to work in a fast-paced environment, manage multiple priorities, and drive customer-centric initiatives.