CRM Manager  

The CRM Manager is responsible for managing the team that handles customer and lead inquiries across multiple platforms (e.g., social media, websites, messaging apps), ensuring these are resolved within agreed SLAs and turnaround times (TATs). The role is operationally focused, accountable for workflow efficiency, inquiry quality, and fulfillment of client commitments. In addition, the CX Inquiry Lead plays a key role in generating sentiment analysis and social listening reports to inform brand and campaign direction. This role works closely with the Operations Team to ensure proper staffing coverage, and with the QA Manager to uphold quality standards and implement continuous improvements.

Inquiry Handling & Team Oversight
Manage day-to-day operations of the inquiry management team handling multiple brands and channels.
Ensure all inquiries are addressed within committed SLAs and TATs, with consistent attention to accuracy, tone, and client alignment.
Maintain and optimize workflows for inquiry resolution, escalations, and routing.
Coach, monitor, and support the team to maintain high standards in response quality and efficiency.

Capacity Planning & Staffing
Work alongside the Operations Team to forecast inquiry volumes and determine required staffing levels.
Support shift planning, coverage management, and flag potential resourcing gaps proactively.
Identify peak periods or high-volume campaigns in advance and coordinate adjustments with relevant departments.

Quality Assurance & Continuous Improvement
Coordinate with the QA Manager to implement QA standards, audit protocols, and performance calibration.
Review inquiry samples, assess compliance with tone and accuracy guidelines, and address common gaps through coaching or documentation updates.
Support regular refresher training and process documentation updates based on QA findings.

Knowledge-Base & Resource Governance
Maintain an internal knowledge base or FAQ repository used by the inquiry team.
Ensure reference materials are regularly updated in coordination with client servicing teams and reflect accurate campaign details, offers, and product info.
Work with stakeholders to streamline messaging, reduce response time, and improve first-contact resolution.

Performance Monitoring
Track and report on KPIs such as response times, resolution rates, inquiry volumes, and SLA adherence.
Identify trends, performance gaps, and process bottlenecks, proposing actionable improvements.
Prepare regular performance reports for internal and client-facing reviews.
Social Listening & Sentiment Analysis

Sentiment Analysis & Social Listening
Oversee creation of monthly sentiment analysis and social listening reports to capture consumer tone, emerging concerns, and brand perception.
Use available tools (e.g., Determ, Sprout, Brandwatch) to monitor brand mentions, trending topics, and inquiry themes.
Collaborate with internal teams to ensure insights are integrated into campaign and CX strategies.

Client & Stakeholder Alignment
Serve as point of contact, alongside Head of CRM, for client-side concerns related to inquiry handling and insights.
Represent inquiry data and sentiment findings in performance reviews, strategy discussions, and campaign retrospectives.
Align with cross-functional teams (e.g., PR, Media, Accounts) to close the loop on feedback and inquiry-led improvements.

Platform & Tools Management
Operate and maintain CRM tools (Zendesk, HubSpot, etc.), ensuring proper integration and functionality
Ensure consistent tagging structures and data hygiene across platforms used for CRM and inquiry management
Support tool-related initiatives including upgrades, testing, and cross-platform syncing

Other related duties as required or assigned

Essential

• Bachelor’s degree in Marketing, Business, or a related field
• 3–5 years of experience in CRM or customer experience-related roles
• Experience leading junior staff or working with cross-functional teams
• Hands-on experience in campaign management and automation tools
• Strong understanding of inquiry handling and ticket management workflows
• Proficient in using CRM platforms such as Zendesk, Sprout, and HubSpot
• Data-driven, with strong skills in reporting and presentation insights
• Familiarity with social listening and sentiment analysis tools
• Knowledgeable in Zendesk, Excel, data analysis and other CRM tools

Nice-To-Have

• Background in B2C and/or subscription-driven businesses