Head CRM

Key Responsibilities Include:

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.
Qualifications

Bachelors / Master s 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 deliveri