CRM Manager- Sales

Position Overview:

As a Manager - CRM Quality (FS), you will be responsible for overseeing and enhancing the quality of customer relationship management activities within Compass Group India. This role involves driving quality assurance initiatives, ensuring compliance with service standards, and implementing continuous improvements in CRM processes. You will also manage customer feedback, resolve issues, and ensure high levels of customer satisfaction across food service operations.

• Key Job Responsibilities:
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• Lead the development and implementation of quality assurance programs to monitor and enhance CRM processes.
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• Conduct regular audits and assessments of CRM activities (calls, emails, customer interactions) to ensure adherence to service quality standards.
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• Collaborate with cross-functional teams to ensure CRM processes are aligned with overall business goals.
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• Analyze customer feedback and service performance data to identify opportunities for improvement.
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• Implement training programs and continuous development plans for CRM team members to ensure consistent service delivery.
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• Manage escalations and resolve customer issues in a timely and effective manner, maintaining high customer satisfaction.
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• Develop and track key performance indicators (KPIs) for CRM quality and provide regular reports on quality metrics to senior management.
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• Collaborate with the Head of CRM to drive strategic initiatives aimed at improving CRM quality and customer satisfaction.
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• Ensure compliance with food safety, sanitation, and regulatory standards in CRM-related activities.
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• Continuously innovate and suggest new methods to improve customer experience through CRM processes.
• Internal
• Key Requirements:
• Education:
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• Bachelors degree in business administration, Hospitality Management, or a related field.
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• Full-time MBA or relevant certifications in CRM or Quality Management is a plus..