Lead - Customer Relationship Management
On-site · Bengaluru, Karnataka, India
Job Summary
CRM & Customer Relationship Management Lead to build and run Glance’s end-to-end customer query, complaint, and concern resolution infrastructure. Architect the entire CRM system, design automated workflows, set up intelligent routing and escalation paths, build self-service mechanisms, and create a reporting layer that gives leadership real-time visibility into customer health. You will work with tools like Zendesk, Freshdesk, Salesforce Service Cloud, or HubSpot Service Hub and will be expected to evaluate, recommend, and implement the right stack for Glance’s scale and complexity. You report to the Director of Strategy & Operations and will collaborate closely with the Product, Engineering, and Community charters. Must-have qualifications and key skills emphasize designing scalable CRM systems, automated workflows, omnichannel intake, reporting, data hygiene, and cross-functional collaboration.
Required Qualifications
- 3–5 years of experience in CRM management, customer operations, or customer success — preferably in a tech, e-commerce, or consumer-internet company.
- Hands-on experience setting up and administering at least one enterprise CRM/helpdesk platform (Zendesk, Freshdesk, Salesforce Service Cloud, or HubSpot Service Hub).
- Proven ability to design complex automated workflows — ticket routing, SLA escalations, auto-replies, and multi-step resolution pipelines.
- Strong understanding of complaint management best practices: omnichannel intake, intelligent triage, root-cause analysis, and closed-loop feedback.
- Experience building reporting dashboards (using native CRM analytics, Looker Studio, Power BI, or similar) for leadership visibility.
- Excellent communication skills — ability to draft customer-facing macros, FAQs, and knowledge-base articles that are clear, empathetic, and on-brand.
- Data-driven approach to decision-making with comfort in SQL or spreadsheet-based analysis for CRM data.
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