CRM Manager

Job Description

Job Overview : The CRM Manager is responsible for developing and executing strategies to enhance customer relationships, increase customer satisfaction, and drive customer retention. This role oversees the CRM team, optimizes CRM systems, ensures timely customer support, and coordinates with cross-functional departments to deliver a seamless customer experience. Key Responsibilities: Lead and mentor the CRM Executive team, ensuring high performance and continuous improvement. Allocate workload, monitor task completion, and conduct performance reviews. Design and implement CRM strategies aligned with company goals. Oversee prompt and professional customer interactions through all channels (email, phone, chat). Handle escalated customer complaints or issues with sensitivity and urgency. Maintain accuracy of customer data and ensure effective use of CRM tools. Analyse customer feedback and trends to identify areas of improvement. Coordinate with warehouse, operations, support, and other departments to ensure timely resolution of customer issues. Align CRM practices with company-wide initiatives to improve customer journey. Requirements: Proven experience (minimum 3 years) in a CRM Executive or similar role. Excellent verbal and written english communication skills Strong interpersonal skills and customer-centric approach Ability to work independently and handle pressure. Graduate in any discipline. Job Types: Full-time, Permanent Schedule: Day shift Work Location: In person