Posted:2 days ago|
Platform:
Work from Office
Full Time
• Develop and implement CRM strategies to improve customer engagement and retention.
• Manage and optimize CRM tools and software.
• Oversee customer lifecycle management from onboarding to repeat purchases and service.
• Design customer segmentation models to drive targeted marketing campaigns.
• Track and analyze key metrics (customer satisfaction, NPS, retention rates, etc.).
• Coordinate with Sales, Marketing, and Customer Support teams to improve the customer journey.
• Generate regular performance reports for senior management on CRM outcomes.
• Lead a small CRM team and provide guidance on customer communications and follow up strategies.
• Handle escalated customer grievances with a proactive and customer-first approach.
• Work on loyalty programs, feedback collection systems, and CRM automation.
• Maintain and update customer database to ensure clean and reliable data.
• Strong understanding of CRM tools and database management.
• Excellent communication and interpersonal skills.
• Proficient in customer analytics and reporting.
• Strategic thinking with attention to detail.
• Experience in handling customer lifecycle campaigns.
• Strong problem-solving and team management abilities.
• Ability to collaborate cross-functionally with Sales, IT, and Marketing.
• Bachelor's degree in Marketing, Business Administration, or a related field.
• MBA or equivalent post-graduate degree preferred.
• 5+ years of proven experience in a CRM or customer experience management role.
• Hands-on experience with CRM platforms like Zoho.
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