Head of Customer Relationship Management

About the RoleThe Head - CRM will steer and scale the end-to-end customer relationship and contact centreoperations for a gold buying business, across both outbound conversion/production (60%) andinbound service/retention (40%) functions. Operating out of Gurugram, this role carries fullaccountability for driving floor productivity, achieving SLA benchmarks, eliminating lead leakage,standardising SOPs, and leading a team of 12-20 telecallers handling 15,000-30,000 leads/calls permonth across voice, WhatsApp, email, chat and social media channels.The role suits a leader who can balance strategy, reporting and floor-level execution, staying hands-on with call monitoring and coaching while also building team leaders who run daily floor activities.Key Responsibilities• Lead Funnel Management: End-to-end ownership of the inbound and outbound lead lifecycle,ensuring a first turnaround time (TAT) of under 15 minutes, zero lead leakage and rigorous follow-up cadences across all acquisition channels.• Sales and Conversion Drive: Drive conversion, revenue targets and lead-to-sale ratio bycoaching executives on pitch delivery, objection handling, pricing negotiations and buildingcustomer trust.• Active Floor Governance: Conduct call barging, whisper coaching, live call audits and dailymorning huddles to instil target discipline and sales rigour across the floor.• Script and Pitch Refinement: Continuously evaluate objection patterns (pricing, trust, competitorcomparison) and update calling scripts, counter-objection frameworks and FAQ documents to liftclose rates.• SLA and TAT Governance: Enforce adherence to resolution SLAs, First Contact Resolution(FCR), Average Handling Time (AHT) and turnaround times on customer grievances and queries.• Quality Benchmarking: Implement call/chat auditing standards targeting 90%+ audit qualityscores; identify systemic compliance or communication gaps through Root Cause Analysis (RCA).• Lifecycle and Retention Programs: Own CRM operations, customer retention and the overallcustomer lifecycle; build retention workflows, lost/dormant lead re-engagement cadences andreferral programs to improve CSAT, Customer Lifetime Value (CLV) and NPS.• Omnichannel Operations: Manage customer-facing operations across voice calling, WhatsApp,email, chat and social media support.• Cross-Functional Operations: Partner with operations, fulfilment, warehouse and branch teamsto resolve operational bottlenecks and preserve customer trust.• Workforce and Capacity Planning: Manage rosters, attendance and daily caller productivity;own capacity planning, shift scheduling, seat allocation, shrinkage control and login adherence for12-20 telecallers.
• Hiring, Ramp-Up and Training: Lead hiring, onboarding and training of agents; accelerate new-hire speed-to-productivity (NHT and OJT) through structured modules, FAQs and mock scenarios;manage and reduce agent attrition.• Performance Management: Set transparent KRAs/KPIs; run structured PerformanceImprovement Plans (PIPs) and coaching paths for underperformers while recognising highachievers.• Floor Motivation and Culture: Design daily/weekly incentive contests, recognition programs andfloor energy drivers to minimise churn and build a high-performance environment.• SOP Architecture: Document, maintain and enforce SOPs across calling scripts, dispositioncodes, customer escalation trees and database hygiene.• Dialer and CRM Administration: Optimise auto-dialers, IVR routing, call routing, lead allocationlogic, call recording and CRM workflows to maximise talk time and connectivity.• Executive MIS and Analytics: Deliver daily, weekly and monthly MIS dashboards covering lead-to-conversion rates, lead response time, SLA adherence, dialer efficiency, caller productivity,quality audit scores and agent attrition.Requirements• Total Experience: 6-8 years in CRM, contact centre operations or inside sales/customer successmanagement.• Team Leadership: 5+ years of team management experience, having managed teams of 12-20employees.• Balanced Capability: Experience across both outbound sales and inbound customerservice/CRM. Candidates strong in either outbound sales (with inbound exposure) or inboundCRM/customer service (with outbound exposure), and able to handle both, will be considered.• Volume Handling: Experience managing 15,000-30,000 leads/calls per month in a high-volumecalling environment.• Metrics Ownership: Proven track record managing sales conversion, revenue targets, lead-to-sale ratio, lead response time, follow-up TAT, lead leakage, call quality, audit scores and agentproductivity.• Workforce Management: Complete workforce management covering rosters, attendance,capacity planning, shift scheduling, shrinkage management, hiring, onboarding, training andattrition control.

Skills
CRM, Auditing, Onboarding

Experience
6-8 yrs

Work arrangement
No