Senior CRM

About the Role

• Lead and manage end-to-end customer case handling, ensuring timely resolution within defined SLA.
• Act as escalation point for critical or high-impact customer issues.
• Conduct root cause analysis (RCA) and implement preventive actions to reduce repeat cases.
• Monitor and improve overall customer experience (CSAT, NPS) across all touchpoints.
• Work closely with Sales, After Sales, Service Centers, Dealer Network, and Marketing teams to resolve customer issues and enhance service quality.
• Align stakeholders on service standards, escalation processes, and customer journey improvements.
• Provide regular updates to leadership on key issues, risks, and customer sentiment, customer feedback and complaint trends.
• Analyze data to identify key pain points and improvement opportunities and deliver actionable insights and recommendations to support decision-making.

Qualifications

• 5–8+ years experience in CRM / Customer Experience / Customer Service.
• Minimum 2–3 years in team leading role.
• Experience in automotive or distributor business is highly preferred.
• Strong knowledge of CRM systems (Salesforce, Microsoft Dynamics, etc.).
• Proven experience in customer case management / complaint handling.
• Strong analytical skills (data-driven decision making).
• Excellent stakeholder management and communication skills.
• Problem-solving mindset with ability to manage escalations.
• Understanding of after-sales service operations is a plus.