CRM Operations Team Leader

Responsible for managing and auditing the daily operation of the CRM system within the Customer Service department. Ensures system stability, data accuracy and compliance with internal processes and policies. This role serves as a key link between business operations and the technical (Dev/Tech) team, driving process compliance, identifying operational gaps, and proposing system enhancements to improve efficiency and data integrity.
A. CRM System Management & Monitoring
Develop and maintain a monitoring framework for daily CRM operations to ensure performance stability and accurate data updates.
Review and validate Customer Service workflows within CRM (logging, ticket status, SLA, escalation) to ensure functionality aligns with defined processes.
Track and report system incidents, collaborate with the Dev/Tech team to resolve issues and identify root causes (RCA).
Manage CRM user permissions, including access requests and revocations, ensuring compliance with internal security and data governance standards.
Evaluate new CRM feature releases, assess compatibility with existing processes and coordinate feedback with PX, QA, and CS teams for continuous improvement.
B. Operational Audit & Process Compliance
Conduct regular audits of Customer Service operations within the CRM system.
Analyze CRM data to identify workflow bottlenecks, user errors or anomalies in ticket handling.
Develop system control dashboards and governance reports to ensure fields, data, and configurations are used for their intended purpose.
C. Cross-Functional Collaboration & System Improvement
Act as the primary liaison between business requesters and the CRM Dev team for new feature, updates, testing (UAT) and evaluation.
Provide insights and recommendations to improve CRM features, enhance usability and optimize internal user experience.