Website:
clouddhobi.com
Job details:
Company Description
Cloud Dhobi is a fast-growing premium laundry and dry-cleaning brand focused on delivering reliable, technology-driven garment care solutions. As we scale our operations and expand our customer base, we are looking for a CRM Leader who can drive both customer satisfaction and revenue growth through a high-performing support team.
Role Description
The CRM Leader will be responsible for managing and mentoring the CRM team while ensuring exceptional customer experience, strong retention, and revenue generation through upselling, cross-selling, and relationship management.
This role requires someone from a service-driven or fast-moving industry (laundry, hospitality, retail, QSR, D2C, logistics, etc.) who understands operational intensity, customer expectations, and escalation handling.
Interested candidates can share their resume at hr@clouddhobi.com
Key Responsibilities
1. Team Leadership & Performance Management
- Lead, train, and monitor the CRM team to achieve service and revenue targets
- Set daily/weekly performance KPIs (conversion, repeat rate, response time, CSAT)
- Conduct regular reviews, coaching, and performance tracking
2. Revenue Generation & Growth
- Drive upselling and cross-selling initiatives through the CRM team
- Improve repeat customer rate and average order value
- Identify opportunities for reactivation of inactive customers
- Collaborate with marketing to execute targeted campaigns
3. Escalation & Complaint Management
- Handle complex customer escalations with professionalism and ownership
- Build structured SOPs for issue resolution
- Reduce repeat complaints through root-cause analysis
4. Process & System Optimization
- Ensure proper usage and hygiene of CRM systems
- Maintain accurate customer data and reporting dashboards
- Improve response time and service quality metrics
5. Cross-Functional Coordination
- Coordinate with operations, plant, and delivery teams to resolve service gaps
- Ensure seamless communication between departments
Click on Apply to know more.