Job Description

Position: CRM Operations Manager - TIC Industry

Company:

Edward Food Research and Analysis Centre Ltd (EFRAC)

Industry:

Testing, Inspection & Certification (TIC)

Role Purpose

The CRM Operations Manager will lead and manage the

end-to-end customer lifecycle

for EFRAC's

NABL-accredited testing services

, ensuring seamless coordination between commercial, laboratory, quality, and finance teams. The role is responsible for strengthening

customer experience, operational efficiency, compliance adherence, and revenue assurance

through robust, scalable, and audit-ready CRM frameworks aligned with

NABL 17025, FSSAI, and international regulatory standards

.

Key Responsibilities

CRM & Customer Lifecycle Management

Own and manage the complete CRM lifecycle from

enquiry generation to report delivery and post-service engagement

. Ensure accurate

scope mapping, test selection, pricing validation, and quotation approvals

in line with NABL scope. Oversee sample receipt coordination, work order creation, testing progress tracking, and timely

COA / test report dispatch

. Establish structured

client communication protocols

to enhance transparency and trust.

CRM System & LIMS Integration

Design, implement, and optimize

CRM workflows integrated with LIMS

to ensure sample traceability, data integrity, and regulatory compliance. Ensure system controls for

TAT monitoring, exception handling, escalation alerts, and audit trails

. Lead CRM customization, upgrades, and automation initiatives in collaboration with IT partners.

Cross-Functional Coordination

Act as the primary liaison between

sales, laboratory operations, QA, regulatory affairs, and finance

. Align commercial commitments with laboratory capacity, technical scope, and compliance requirements. Support finance in

billing accuracy, credit control triggers, and revenue reconciliation

.

Compliance & Quality Assurance

Ensure CRM processes meet

NABL 17025 documentation, traceability, and corrective action requirements

. Support

internal audits, NABL surveillance audits, and customer audits

with complete CRM records. Drive closure of

customer complaints, non-conformities, and CAPA actions

within defined timelines.

Client Retention & Business Growth Support

Develop and implement

client segmentation strategies

for key accounts, exporters, regulatory bodies, and institutional customers. Enable repeat business through

renewal reminders, periodic testing schedules, and AMC-based engagements

. Support business development with

CRM analytics, pipeline visibility, and forecasting inputs

.

Performance Management & Reporting

Define, track, and improve CRM KPIs including

conversion ratio, TAT compliance, customer satisfaction, repeat revenue, complaint resolution, and revenue leakage

. Build and present

management dashboards and MIS reports

for strategic decision-making. Identify process gaps and lead

continuous improvement initiatives

.

Team Leadership & SOP Governance

Lead, mentor, and develop the CRM operations team. Establish and enforce

CRM SOPs, training programs, and role accountability

. Drive a culture of

process discipline, customer-centricity, and compliance excellence

.

Strategic Contributions

Strengthen EFRAC's customer experience across

food, water, environmental, and drug testing

verticals. Improve

audit performance and regulatory confidence

through audit-ready CRM documentation. Enhance

revenue realization and margin protection

through accurate scope control and pricing governance. Enable

data-driven decision-making

through advanced CRM analytics and reporting.

Key Skills & Competencies

Strong knowledge of

TIC industry operations

and

NABL 17025 requirements

CRM systems expertise with

LIMS integration

Process design, automation, and compliance management Cross-functional leadership and stakeholder management Data analysis, MIS reporting, and KPI governance Customer experience and retention strategy development

Preferred Qualifications & Experience

Graduate / Postgraduate in Science, Management, or relevant discipline

8-15 years of experience

in CRM / operations within

testing laboratories or TIC organizations

Hands-on experience with

NABL-accredited labs

and regulatory frameworks (FSSAI, export testing) Exposure to CRM platforms and LIMS systems
Job Types: Full-time, Permanent

Pay: ₹700,000.00 - ₹1,000,000.00 per year

Work Location: In person