Sr. Manager – CRM / ORM

Leads WCL’s Customer Relationship and Online Reputation Management function. Owns CRM and ORM strategy across all customer touchpoints, oversees the tool stack (MS Dynamics, Locobuzz, Call Centre), and drives CSAT outcomes and conversion performance. AM-CRM and AM-ORM report into this role.

Key Responsibilities

• Own CRM and ORM strategy across all customer and online touchpoints
• Drive CSAT outcomes and conversion percentage — primary KPIs for this role
• Oversee tool stack — MS Dynamics (CRM), Locobuzz (ORM), and Call Centre operations
• Present CRM and ORM performance metrics to Head of Branding and management
• Set SLA frameworks for response turnaround — online and offline
• Manage and develop AM-CRM and AM-ORM — set KPIs and review performance
• Coordinate with Digital Manager on ORM protocol and social listening integration
• Identify patterns in customer complaints and feedback; loop insights into marketing and product teams