Job Summary

The CRM Manager is responsible for overseeing customer relationship management operations, including inbound customer concerns, hotline inquiries, and social media channels. The role ensures efficient coordination across business units, drives service excellence initiatives, and supports business growth through customer insights, performance monitoring, and process improvements.

What You’ll Do:

• Oversee the management of inbound customer calls, inquiries, and social media concerns.
• Ensure timely coordination and resolution of customer concerns with the appropriate internal teams.
• Partner closely with Sales and Operations teams in monitoring quotation requests through policy issuance.
• Develop and implement customer experience initiatives to improve service quality and customer satisfaction.
• Monitor team performance metrics and prepare periodic management reports and customer...