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Senior Manager - CRM

Larsen & Toubro | Mumbai, India | Posted June 23, 2026

Position Overview

Job Title: Sr. Manager –CRM(Digitalization)
Location: Powai, Mumbai
Department: Customer Relations / Customer Experience

Role Overview:
 The role is responsible for driving execution excellence in all customer interactions, ensuring adherence to company standards, and building a high-performance, customer-focused culture. This position will digitalization of CRM processes.

Key Responsibilities

1. Customer Interaction Governance

  • Ensure execution excellence and adherence to process SOPs and customer experience benchmarks in all interactions.
  • Conduct regular governance and quality audits (calls and emails) to evaluate compliance and identify improvement areas.
  • Share audit findings with respective RMs and ensure timely corrective actions are implemented.

    • 2. Coaching & Mentoring

  • Provide one-on-one coaching to RMs based on audit results to address behavioural and communicati...

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