Crm Manager

Assistant Manager / Deputy Manager - Customer Experience, VOC & ORM
Company: Trent Limited
Location: Wadala, Mumbai
Department: Marketing
Role Purpose
We are looking for a customer-focused and analytical professional to lead Voice of Customer (VOC), Customer Response Management, Online Reputation Management (ORM), Customer Experience (CX) initiatives, and feedback systems across Zudio.
The role will be responsible for driving customer satisfaction through effective response management, VOC reporting, reputation management across digital platforms, customer experience measurement, process improvements, automation initiatives, and stakeholder collaboration. The individual will manage agency partners and a small internal team while working closely with Operations, Buying, Quality, Legal, IT, Store Operations, and other business functions.

Key Responsibilities
Voice of Customer (VOC) & Customer Insights

• Own and drive the Voice of Customer (VOC) program across customer touchpoints.

• Consolidate and analyze customer feedback received through:

• Email

• Social media

• QR-based store feedback

• Google Business Listings

• App reviews

• Other customer channels

• Prepare monthly VOC reports with key insights, trends, and actionable recommendations.

• Identify recurring customer pain points and drive corrective actions with relevant stakeholders.

Customer Response Management

• Lead end-to-end customer response management across channels.
• Manage response quality, turnaround times, escalations, and closure effectiveness.
• Work closely with response management agencies and the internal team to ensure timely and consistent customer communication.
• Handle and resolve high-priority customer escalations and service recovery cases.

Online Reputation Management (ORM) & Google Business Listings

• Own ORM across digital platforms and review channels.
• Lead Google Business Listings (GBL) management, listing hygiene, verification, and review response processes.
• Monitor brand sentiment and identify emerging customer issues.
• Ensure response quality, consistency, and adherence to brand guidelines.

Customer Experience Measurement

• Drive customer satisfaction programs and surveys through external agency partners.

• Track and analyze:

• CSAT (Customer Satisfaction Score)

• NPS (Net Promoter Score)

• CES (Customer Effort Score)

• Interpret insights and drive experience improvement initiatives across the organization.

Automation, AI & Process Excellence

• Drive automation initiatives to improve customer response management and operational efficiency.
• Explore and implement AI-led solutions for customer engagement and response workflows.
• Review existing SOPs and identify improvement opportunities.
• Develop new SOPs, escalation frameworks, governance processes, and best practices where required.

Analytics & Reporting

• Work extensively with customer experience, reputation management, social listening, and response management platforms.
• Analyze customer feedback data, sentiment trends, escalation patterns, and experience metrics.
• Prepare dashboards, business reviews, and management presentations.
• Deliver data-driven recommendations for improving customer experience and operational efficiency.

Stakeholder & Agency Management

• Collaborate with:

• Operations

• Quality

• Legal

• Buying

• IT

• Store Operations

• Manage agencies responsible for ORM, customer response management, surveys, and reporting.

• Coordinate with technology partners on platform integrations, data management, automation, and reporting requirements.

Team Leadership

• Manage and guide a small team supporting customer response management and customer experience initiatives.
• Promote a customer-centric culture and continuous improvement mindset.

Requirements

• 6-10 years of experience in Customer Experience, VOC, ORM, Customer Service, Customer Relations, or Retail Operations.

• Strong experience in customer response management, escalation handling, and service recovery.

• Experience managing agency partners and cross-functional stakeholders.

• Strong understanding of:

• VOC programs

• ORM management

• Google Business Listings

• Customer feedback systems

• CSAT, NPS, and CES frameworks

• Experience working with customer experience, reputation management, and social listening tools.

• Advanced proficiency in MS Excel and PowerPoint; Canva experience preferred.

• Strong analytical, problem-solving, communication, and stakeholder management skills.

• Experience in Retail, E-commerce, Consumer, or Service-led businesses preferred.

Key Competencies

• Customer Centricity
• Voice of Customer Management
• Online Reputation Management
• Customer Experience Analytics
• Stakeholder Management
• Escalation Management
• Process Excellence & SOP Development
• Automation & AI Adoption
• Data Analysis & Reporting
• Leadership & Team Management

Success Measures

• CSAT Improvement
• NPS & CES Performance
• Escalation Resolution TAT
• Customer Response SLA Adherence
• ORM & Review Management Effectiveness
• Reduction in Repeat Complaints
• VOC Insight Implementation
• Process & Automation Improvements
• Stakeholder Satisfaction
• Team Effectiveness