9.0 - 12.0 years

6 - 10 Lacs

pune

Work from Office

Role & responsibilities Develop and execute the CRM strategy to enhance customer engagement, retention, and loyalty. Lead and manage the CRM team, setting objectives, monitoring performance, and ensuring alignment with business goals. Oversee the implementation, customization, and optimization of CRM platforms. Analyse customer data and insights to identify opportunities for improving customer experience and targeting specific customer segments. Design and implement automated workflows and campaigns across multiple channels (email, SMS, push notifications, etc.). Work closely with marketing, sales, customer service, and IT teams to ensure CRM initiatives are integrated with other business systems and processes. Manage the CRM database, ensuring accurate, up-to-date, and segmented customer information. Track, measure, and report on CRM performance, customer engagement metrics, and campaign success. Continuously optimize CRM processes based on performance data and customer feedback. Stay up to date with CRM best practices, industry trends, and emerging technologies. Implement customer feedback systems to gather insights for improving customer satisfaction and retention. Coordinate with IT and other departments to ensure CRM system integration with other platforms (e.g., ERP, marketing automation tools). Ensure data privacy and compliance with relevant laws and regulations. Provide training and support to teams on CRM system usage and best practices. Prepare regular reports for senior management, providing insights on CRM activities and recommendations for improvement. Foster a customer-centric culture across the organization, ensuring that all departments understand the importance of CRM. Required Qualifications: Educational Qualification: Bachelors or Master’s degree in Business Administration, Marketing, Information Technology, Real Estate, or a related field. Experience: Minimum 9-15 years of progressive experience in CRM management, preferably within the real estate sector or related industries, with at least 5 years in a leadership or managerial role.

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