Sr. CRM Manager - Costumer Center Operations

Key Responsibilities:

Customer Care Operations:

• Oversee and ensure high-quality performance across: (Technical Field Support, Brand and Customer Experience Center Operations & Escalation and Fulfillment.

• Develop and execute strategic plans to meet and exceed service KPIs including resolution rate, satisfaction scores, and churn reduction.
• Benchmark across industries to adopt innovative CRM strategies for residential, commercial, and high-value (HRH) customers.

Customer Insights & Strategy:

• Act as the internal advocate for customers, providing data-backed insights to improve service delivery.
• Monitor customer issues, analyze trends, and lead initiatives to reduce defects and improve the overall customer journey.
• Manage VIP accounts and sensitive cases with care and discretion.

Vendor & Partner Management:

• Evaluate and manage third-party service providers and CRM partners.
• Ensure vendors adhere to contract terms and deliver consistent, high-quality service.
• Expand vendor network to optimize customer support reach.

People Leadership:

• Lead, mentor, and develop a large in-house CRM team.
• Drive leadership development and build a strong succession pipeline.
• Promote a culture of continuous improvement, collaboration, and service excellence.

Process Optimization & Tools:

• Champion automation and process improvements to drive efficiency.
• Leverage data and tools (e.g., CRM systems, workflow/reporting platforms) to monitor and improve performance.
• Integrate quality assurance into every customer-facing process.

Cost & Efficiency Management:

• Drive cost-efficiency initiatives including manpower planning and cost-to-serve optimization.
• Deliver annual forecasts for OPEX and team resourcing.
• Lead recovery programs (e.g., box retrieval) to offset operational costs.

Qualifications:

• Education: Bachelor's Degree (required)
• Experience:
  • At least 8 years of experience in managing large-scale customer service operations in BPO Industry.
  • Preferably from technical, telco, or high-volume contact center environments.
  • Proven experience in vendor management and field service coordination.