CRM Manager – Customer Experience, Operations & AI Automation

Job Title: CRM Manager – Customer Experience, Operations & AI Automation

Company: Ace Blend

Location: Mumbai

Employment Type: Full-time, On-siteExperience: 3–6 yearsAbout the RoleAce Blend is looking for a proactive and technology-driven CRM Manager to lead our customer experience and CRM operations team, comprising Nutrition-based CRM Executives and Sales Executives.The role will be responsible for ensuring seamless customer query resolution, maintaining high service quality, monitoring ticket turnaround times, managing escalations, and driving customer satisfaction.We are particularly looking for someone who is comfortable working with AI tools, CRM platforms, and automation workflows to improve operational efficiency.

The ideal candidate will continuously identify opportunities to automate repetitive queries, streamline ticket management, improve response times, and build scalable customer support processes.Key Responsibilities1. CRM Operations & Customer ExperienceOversee daily CRM operations and ensure all customer queries, complaints, and tickets are addressed within defined turnaround times.Ensure customer issues related to products, orders, delivery, returns, refunds, and nutrition-related queries are resolved efficiently.Maintain strong operational hygiene across the CRM platform, ensuring tickets are categorised, assigned, tracked, updated, and closed appropriately.Monitor customer satisfaction and identify recurring customer pain points.Ensure consistent service quality across calls, chats, emails, and other customer communication channels.Drive continuous improvements in response times, resolution rates, and overall customer experience.2. Team Management & Performance MonitoringManage and mentor Nutrition-based CRM Executives and Sales Executives.Monitor daily productivity, ticket volumes, response times, resolution timelines, and quality of customer interactions.Review agent performance and provide regular feedback, coaching, and guidance.Support team members in handling complex queries, difficult customers, and escalations.Ensure team adherence to defined processes, service standards, and communication guidelines.Coordinate staffing and workload allocation to maintain service levels during peak periods.3. Escalation & Complaint ManagementTake ownership of critical and unresolved customer escalations.Guide agents in resolving complex cases and ensure timely communication with customers.Coordinate with internal teams, including logistics, warehouse, sales, and other relevant departments, to resolve customer issues.Identify recurring complaints and root causes, and implement corrective actions to prevent similar issues.Ensure all escalations are documented and tracked until closure.4. AI Tools & AutomationIdentify opportunities to automate repetitive customer queries and manual CRM processes using AI tools and automation platforms.Implement AI-powered workflows for FAQs, product information, order-related queries, ticket categorisation, routing, and response suggestions.Build automation journeys that resolve routine queries independently while routing complex or sensitive issues to the appropriate human agent.Continuously evaluate and upgrade AI tools, chatbots, workflows, and CRM integrations to improve efficiency.Work on automating repetitive tasks such as ticket tagging, follow-up reminders, response templates, and reporting.Monitor the accuracy and effectiveness of automated responses and ensure appropriate human intervention wherever required.Collaborate with relevant stakeholders to integrate CRM platforms with other business tools and systems.5. Reporting & AnalyticsPrepare daily operational reports and weekly CRM performance reports for senior management.Track and analyse key metrics, including:Ticket volume and resolution rate.First response time and ticket turnaround time.Pending and overdue tickets.Escalation volume and resolution timelines.Customer satisfaction scores and service quality.Agent productivity and performance.Automation adoption and operational efficiency.Identify trends, recurring issues, bottlenecks, and improvement opportunities.Present data-backed recommendations to senior management and track the implementation of corrective actions6. Process Improvement & Quality ControlDevelop and maintain SOPs, escalation matrices, response templates, and customer service guidelines.Conduct regular quality checks on calls, chats, and written responses.Ensure accurate documentation and consistent handling of customer queries across the team.Review CRM workflows regularly and implement improvements to enhance productivity and service quality.Maintain strong coordination with senior management and provide timely updates on operational performance, customer concerns, and improvement initiativeRequired Skills & Qualifications3–6 years of experience in CRM, customer experience, customer support operations, or service delivery.Prior experience managing a team of customer support, CRM, or sales executives.Strong understanding of ticketing systems, SLA management, escalation handling, and customer satisfaction metrics.Hands-on experience with CRM and customer support platforms such as Freshdesk, Kapture, Intercom, Zendesk, or similar tools.Practical knowledge of AI tools, chatbots, workflow automation, and CRM integrations.Experience implementing or improving AI-driven customer service workflows will be a strong advantage.Strong analytical skills with experience preparing operational reports and performance dashboards.Excellent communication, people management, problem-solving, and stakeholder coordination skills.Ability to work in a fast-paced, growing D2C business environment.Preferred Industry ExperienceExperience in D2C, FMCG, wellness, nutrition, supplements, beauty, lifestyle, or e-commerce brands would be preferred.Ideal CandidateWe are looking for a hands-on CRM leader who combines strong people management and customer service skills with technical expertise in AI and automation.The ideal candidate should be able to manage daily operations, support the team through complex escalations, analyse performance data, and proactively implement technology-driven solutions that make customer service faster, smarter, and more efficient.This role requires both operational ownership and a technology-first mindset, with a strong focus on customer satisfaction, team performance, and scalable automation.