CRM Manager

1. CRM Strategy, Process & Team Building

• Design, document, and continuously improve end-to-end CRM processes covering inbound support, outbound lead management, and online reputation management
• Build the CRM department structure from the ground up. Define roles and SOPs
• Select and implement the CRM technology stack ticketing, telephony, WhatsApp Business API, CDP and reporting tools
• Build automation into the function wherever it improves speed or consistency, without compromising the quality of consumer interactions
• Set and monitor SLAs, quality benchmarks, and escalation matrices across the CRM function
• Manage relationship with CRM technology and service partners

2. Inbound customer support

• Own inbound query resolution across calls, WhatsApp, email, and social media channels, ensuring consistent CSAT and turnaround time
• Manage complaint handling and compliance reporting on regulatory/food-safety portals (e.g., FOSCOS) within defined timelines
• Build tiered support (self-serve/automation for routine queries, live agents for escalations) to improve efficiency as volumes scale
• Build and own the service standards that ensure every consumer is heard and responded to quickly for product quality and food-safety-related feedback

3. CRM and Customer data and lead management

• Build and maintain a centralized repository of first party consumer data collected through inbound consumer care team
• Own the B2B lead management process of potential business partners across corporate gifting, HoReCa, institutions, export, pharma and industrial customers
• Ensure all potential business leads are captured, qualified, tracked and assigned to respective sales teams within Nutraj
• Work closely with sales team to monitor lead progression and conversion rates, ageing and sales funnel performance

4. Online Reputation Management (ORM)

• Own the brand's online reputation across Google, marketplaces, app stores, and social/review platforms
• Set up monitoring and response workflows to track, respond to, and resolve customer reviews and complaints in a timely manner
• Build a systematic approach to improving average ratings and review sentiment, and to flagging recurring product/service issues to relevant internal teams

5. Reporting & Stakeholder Management

• Prepare and present regular MIS/dashboards on CRM performance (inbound, B2B lead management and ORM) to the CMO
• Analyze consumer complaint trends
• Implement and monitor service level agreements (SLAs) for response and resolution.

Candidate Requirements

• 6-10 years of experience in CRM, customer support, consumer care or contact-center operations and CRM automation
• Proven experience in building or scaling a CRM function from scratch or through major restructuring.
• Experience in FMCG, Food & Beverage, Retail, E-commerce, consumer durable brands preferred
• Experience with online reputation management practices and platforms
• Prior experience with CRM and ticketing platforms such as Salesforce, Zoho CRM, Freshworks, Hubspot, Freshdesk, cloud telephony etc.
• Candidates with exposure to automation/chatbot deployment will be preferred
• Exposure to the FOSCOS portal for complaint/compliance management.

Skills & Attributes

• Strong people management skills. Experience in leading a team of executives
• Strong analytical and project management skills
• Process orientation with the ability to design SOPs and drive automation to reduce manual effort.
• Excellent stakeholder management and communication skills to work closely with the CMO and cross-functional leaders

Preferred Technical Skills

• CRM Platforms (Salesforce, Zoho CRM, HubSpot, Microsoft Dynamics)
• Helpdesk Platforms (Freshdesk, Zoho Desk)
• Marketing Automation (WebEngage, MoEngage, CleverTap)
• Analytics (Power BI, Google Looker Studio, Excel)
• WhatsApp Business API
• AI-enabled customer service tools
• Customer Data Platforms (CDP)