Analyst - Customer Contact Leads and GMB Reviews

Analyst - Customer Contact Leads and GMB Reviews Field Role detail Function Retail Operations and Store Governance Reports to Store Governance Lead Direct reports None Location Head Office – Bengaluru, with travel as required Role purpose Measure the speed and quality of customer contact after store visits and enquiries, covering leads, calls, reviews and customer-experience leakage. Key responsibilities · Prepare lead capture, completeness, ageing, time-to-first-contact, follow-up and closure-reason reporting. · Reconcile non-buyers with captured leads and disclose denominator gaps until the approved source is available. · Sample contact attempts, next steps and closures; flag incomplete or unsupported evidence. · Monitor call pick-up, missed-call recovery, GMB review capture and negative-review closure. · Maintain leakage reasons for missing details, late contact, unrecorded attempt, stale lead and unsupported closure. · Coordinate Salesforce, DuroPulse, GMB and Photios data issues with system and vendor owners. · Prepare weekly exceptions and the monthly customer-contact insight note for Lead approval. Performance measures KPI Expected result Lead completeness Required fields complete for all leads in scope First contact SLA and ageing exceptions published daily Evidence Sampled attempts and next steps supported Calls and reviews Pick-up, recovery and GMB trends reported Leakage reduction Repeat reasons reduce after line-owned action Authority and boundaries May reject incomplete analytical evidence and flag SLA breaches. Does not coach employees or approve final governance closure; these remain with the line and Governance Lead respectively. Candidate profile · Three to five years in CRM analytics, CX, contact-centre MIS or retail operations. · Advanced Excel and Salesforce or comparable CRM knowledge; BI preferred. · Strong SLA, funnel, evidence and written-communication capability. · Graduate in business, analytics, marketing or related field.