Head CRM

Job Description

Role & responsibilities Develop and execute customer relations strategies, policies, and procedures to ensure exceptional customer experiences throughout the customer journey. Lead and manage a team of customer relations professionals, providing guidance, coaching, and support to achieve departmental goals. Collaborate with cross-functional teams, including Sales, Marketing, and O&M, to align customer relations efforts with overall business objectives. Establish and maintain a customer-centric culture within the organization, promoting a customer first mindset across all departments. Develop and implement customer feedback mechanisms to gather insights, assess satisfaction levels, and identify areas for improvement. Analyze customer data and feedback to generate actionable insights and recommendations for enhancing customer experiences. Implement effective customer segmentation strategies and develop personalized communication plans to engage customers and drive loyalty. Oversee the resolution of customer issues and complaints, ensuring timely and satisfactory resolution to maintain customer satisfaction. Monitor customer satisfaction metrics and KPIs, regularly reporting on performance and making recommendations for improvement. Stay updated on industry trends and best practices in customer relations management, proactively identifying opportunities for innovation and continuous improvement. Foster strong relationships with key customers, conducting regular business reviews and seeking opportunities for upselling or cross-selling. Preferred candidate profile Bachelors / Masters degree in Business Administration in Mass Communication, Public Relations or a related field. 12-15 years of experience in customer relations management, with a proven track record of delivering exceptional customer experiences. Strong leadership skills, with the ability to motivate and inspire a team to achieve departmental goals and deliver outstanding results. In-depth knowledge of customer relations best practices, methodologies, and technologies, with experience in implementing customer-centric strategies. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders at all levels. Analytical mindset with the ability to leverage data and insights to drive decision-making and customer-focused initiatives. Proficiency in customer relationship management (CRM) systems and other relevant software tools. Strong problem-solving and conflict-resolution skills, with the ability to handle complex customer issues and complaints effectively. Proven ability to manage multiple tasks and priorities in a fast-paced, deadline-driven environment. Customer-centric mindset with a passion for delivering exceptional customer experiences. Is required to travel for at least 7 days per month, to meet customers and obtain their feedback. Perks and benefits Medical Insurances. Paid Leaves.