Diamond Parks
Website:
diamondparks.com
Job details:
Company Description
Diamond Parks, located in Lohegaon, Pune, just 10 kilometers from the airport, is a premier destination for fun and adventure in the city. With three parks — Diamond Water Park, Diamond Adventure Park, and Camp Diamond — the venue offers a diverse range of activities, including international water rides, adventure attractions, and American-style camping experiences. Popular among families, friends, and corporate teams, Diamond Parks boasts international safety standards and world-class facilities, ensuring a memorable and secure experience for every visitor. The parks provide activities such as water slides, rope courses, ziplining, night camping, and team-building events.
Diamond Water Park is looking for a CRM Manager to lead our inbound calling and booking support team. The role focuses on improving call-to-booking conversion, maximizing revenue from inquiries, and ensuring a seamless guest booking experience. The CRM Manager will guide the team, track performance metrics, and ensure effective follow-ups on all customer inquiries.
Key Responsibilities
1. Inbound Inquiry Management
• Manage the team handling incoming calls, WhatsApp inquiries, and booking queries.
• Ensure quick response time and professional customer interaction.
• Monitor call quality and ensure accurate information is provided to guests.
2. Booking Conversion Optimization
• Improve call-to-booking conversion rates through better scripts, training, and customer engagement techniques.
• Guide the team in explaining park packages, group bookings, and special offers.
• Identify missed opportunities and implement strategies to increase bookings.
3. Team Leadership & Performance Management
• Lead, train, and motivate the CRM / call center team.
• Conduct regular coaching sessions and performance reviews.
• Set daily and weekly targets for bookings and conversions.
4. Revenue & Booking Tracking
• Track daily bookings, revenue contribution, and conversion metrics from inbound inquiries.
• Identify trends to increase ticket sales, group bookings, and package upgrades.
• Work closely with marketing and operations teams.
5. Reporting & Analytics
Prepare daily, weekly, and monthly reports including:
• Call volume and inquiry sources
• Conversion rates
• Revenue from inbound bookings
• Team performance metrics
6. CRM & Lead Management
• Ensure proper lead tracking and follow-ups in the CRM system.
• Maintain customer database and booking records.
• Monitor pending inquiries and ensure timely closures.
7. Customer Experience & Escalation Handling
• Resolve guest queries and complaints effectively.
• Ensure a smooth and hassle-free booking journey.
• Maintain high levels of customer satisfaction.
Key KPIs
• Call-to-booking conversion rate
• Revenue generated from inbound inquiries
• Average response time
• Inquiry closure rate
• Customer satisfaction score
Preferred Candidate Profile
• 4–8 years experience in CRM, call center management, or inbound sales
• Strong team leadership and training skills
• Experience in hospitality, tourism, amusement parks, or service industry preferred
• Good analytical and reporting skills
• Strong communication and customer handling abilities.
Click on Apply to know more.