Omnichannel Customer Experience Manager

Job Description

Job CRM Manager at Titan Company NameTitan Job TitleCRM Manager Job TypeRegular/ Job CategoryJewellery-SMR DepartmentMarketing-Tanishq LocationBengaluru, Karnataka, India Overview: Titan is a leading jewellery brand in India, known for its exquisite designs and quality products. We are currently seeking a highly motivated and experienced CRM Manager to join our Marketing team at Tanishq, a division of Titan. The ideal candidate will have a strong background in customer relationship management and a passion for the jewellery industry. Key Responsibilities: - Develop and implement CRM strategies to increase customer retention and loyalty - Analyze customer data and behavior to identify opportunities for targeted marketing campaigns - Collaborate with cross-functional teams to ensure a seamless customer experience across all touchpoints - Manage and maintain customer databases, ensuring accuracy and completeness of data - Monitor and report on key performance indicators related to customer engagement and retention - Stay updated on industry trends and best practices in CRM to continuously improve our strategies and tactics - Train and mentor team members on CRM processes and tools - Work closely with sales teams to align CRM efforts with business goals and objectives - Develop and manage CRM budget and resources effectively Qualifications: - Bachelor's degree in Marketing, Business Administration, or a related field - Minimum of 5 years of experience in CRM, preferably in the jewellery or luxury goods industry - Strong understanding of customer relationship management principles and strategies - Experience with CRM software and tools, such as Salesforce or HubSpot - Excellent analytical and problem-solving skills - Proven track record of developing and implementing successful CRM campaigns - Strong communication and interpersonal skills - Ability to work in a fast-paced and dynamic environment - Passion for the jewellery industry and a customer-centric mindset Additional Parameters: - Experience with RP (Retail Planning) is preferred - Knowledge of the Indian jewellery market is a plus - Willingness to travel as needed If you are a driven and results-oriented individual with a passion for CRM and the jewellery industry, we encourage you to apply for this exciting opportunity at Titan. Join our team and be a part of our journey to create unforgettable experiences for our customers. Work Experience Skills: Strong understanding of contact centre operations, omni-channel retail strategies, dialler functionalities and digital technologies etc Proven experience in driving sales and customer engagement across online and offline channels Familiarity with e-commerce platforms, CRM tools, and data analytics tools Excellent project management, communication, and leadership skills Strong analytical mindset with the ability to derive actionable insights from data Experience: 10+ years of experience in tele- sales, customer experience, complaint management, contact centre operations, leading Training & Quality function.