DEPUTY MANAGER - CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

* Drive the development and implementation of innovative CRM strategies to foster long-term relationships with key stakeholders, including dealers, distributors, corporate clients, and end customers. * Deliver exceptional customer experiences through prompt and professional service, ensuring high standards of customer satisfaction and loyalty. * Architect and maintain regular communication channels with key customers to gather business insights, feedback, and service expectations, informing data-driven decisions. * Oversee the resolution of customer queries, complaints, and technical concerns, ensuring timely and effective issue resolution through cross-functional collaboration. * Design and implement a robust complaint escalation and resolution framework, minimizing response times and enhancing service quality. * Manage the day-to-day operations of the customer service and call center team, monitoring inbound and outbound calls, and developing protocols for professional customer communication. * Lead the development of call center KPIs, including response time, first-call resolution, customer satisfaction score, and service turnaround time, ensuring consistent achievement of targets. * Conduct regular performance reviews, training, and skill development sessions for call center executives to enhance service delivery. * Coordinate with technical service departments to ensure seamless after-sales support for products, monitoring warranty claims, installation support, and maintenance requests. * Ensure service commitments are fulfilled within agreed timelines, driving customer satisfaction and loyalty. * Manage and maintain the customer database, service history, and complaint logs within the CRM system, analyzing customer trends and service performance data to inform operational improvements. * Generate monthly MIS and dashboard reports for management review, providing actionable insights to drive business growth. * Drive process improvements to enhance customer experience and brand loyalty, recommending policy and process changes based on customer feedback and market requirements. * Collaborate with cross-functional teams, including Sales, Marketing, Technical, and Operations, to ensure seamless customer experiences and drive business success.