CRM Manager - Sales Operations & Audit

Prop Solutions4u

Posted: 2 months ago
Openings: 10
Applicants: 0

Job Description

Job Title: Manager CRM Operations & Audit

Role: Team Leader / People Manager

Reporting to: Senior Manager

Job Location: Arihant Aura Business Park, Turbhe, Navi Mumbai

Gender Preference: Female Preferred

Preferred Industry: Real Estate / CRM Operations / Sales Operations

Job Summary:

We are looking for a highly analytical and process-driven CRM Operations Leader to manage and mentor a team of CRM executives while ensuring strong follow-up management, sales process adherence, and operational efficiency.

The ideal candidate should possess strong leadership capabilities, excellent analytical thinking, and a data-driven approach to identifying operational gaps in sales follow-ups and CRM processes. This role requires close coordination with Sales ICs and Team Leaders to improve productivity, customer engagement practices, and lead management quality.

The candidate should be comfortable working with large data sets, performance reports, CRM systems, and Excel-based analysis while also being capable of conducting regular discussions, audits, and feedback sessions with sales teams.

Qualifications:

Bachelor’s degree is mandatory.
4+ years of experience in CRM Operations, Sales Operations, Lead Management, or Audit-related roles.
Minimum 1–2 years of team handling experience.
Strong leadership and people management skills.
Excellent analytical and problem-solving abilities.
Advanced proficiency in Microsoft Excel and CRM tools.
Strong understanding of sales follow-up processes and lead lifecycle management.
Ability to identify operational gaps through data analysis and process audits.
Excellent English communication and presentation skills.
Ability to conduct coaching and feedback discussions with ICs and Team Leaders professionally.
Ability to work in a fast-paced and target-oriented environment.

Key Responsibilities:-

Team Leadership & Management: Lead and manage a team of CRM executives, ensuring productivity, process adherence, accountability, and continuous performance improvement.
CRM Audit & Follow-up Monitoring: Monitor sales follow-ups, lead ageing, missed follow-ups, and customer engagement activities to identify operational gaps and improvement areas.
Data Analysis & Reporting: Analyse CRM data, sales performance reports, audit observations, and operational dashboards to derive actionable insights and support decision-making.
Gap Identification & Resolution: Identify behavioural and process gaps within sales teams and conduct regular discussions with ICs and TLs to improve follow-up quality and CRM hygiene.
Process Improvement: Drive implementation of best practices for lead management, follow-up tracking, customer communication, and CRM usage across teams.
Coaching & Training: Educate and guide sales teams on effective CRM usage, follow-up criticality, communication standards, and operational discipline.
Stakeholder Coordination: Work closely with Sales Leaders, Team Leaders, and management teams to ensure alignment on operational goals, reporting standards, and performance expectations.
Performance Tracking: Track key metrics such as lead response time, follow-up adherence, conversion quality, productivity, and CRM discipline.
Communication & Escalation Management: Handle internal discussions, escalations, and performance feedback conversations effectively with strong professional communication.
Continuous Improvement: Recommend and implement process enhancements based on audit findings, data trends, and business requirements.