Crm Manager

Role & responsibilities

The Manager - CRM will play a crucial role in driving customer engagement, improving client relationships, and enhancing overall customer satisfaction. This position involves developing and implementing effective CRM strategies, managing the CRM team, and collaborating with various departments to optimize customer experiences.

• Design and execute a comprehensive CRM strategy that aligns with the company's objectives and enhances customer engagement.
• Continuously assess an refine CRM initiatives to improve customer satisfaction and retention.
• Lead, manage, and motivate the CRM team, fostering a high-performance culture focused on achieving departmental and organizational goals.
• Conduct regular performance evaluations and provide constructive feedback and coaching to team members.
• Establish and maintain strong relationships with clients, ensuring their needs are met and expectations exceeded.
• Develop and implement customer engagement initiatives to promote loyalty and retention.
• Oversee the management and integrity of customer data, ensuring it is accurate, up-to-date, and securely stored.
• Analyse customer data and trends to generate insights that drive strategic decision-making and optimize customer interaction.
• Collaborate with Sales, Marketing, and Operations teams to ensure alignment on customer service strategies and initiatives.
• Participate in joint planning sessions to develop integrated marketing campaigns and initiatives.
• Set key performance indicators (KPIs) for CRM initiatives and monitor progress against goals.
• Prepare and present regular reports on CRM performance, insights, and recommendations to senior management.
• Provide training and ongoing support to staff on CRM tools, best practices, and customer service techniques.
• Stay abreast of industry trends and advancements in CRM technology and methodologies.
• Identify opportunities for process improvements within the CRM system and customer service practices.
• Implement changes that enhance operational efficiency and customer satisfaction.
• Develop mechanisms to collect and analyse customer feedback, using insights to drive improvements in service and engagement.
• Address customer complaints and issues promptly and effectively.
• Manage the CRM budget, ensuring efficient allocation of resources to support CRM initiatives.
• Evaluate and recommend CRM software and tools to enhance capabilities and performance.

Preferred candidate profile