As the CRM Head, your primary responsibility will be to develop and execute effective strategies to enhance Customer Relationships and drive customer satisfaction.

Key Responsibilities

• Assigned team targets, maintained & published team stack ranking on daily, weekly and monthly basis.
• Responsible for managing daily operations and achieving client and operational targets.
• To handle escalations and develop strategies to improve customer experience.
• Manage day to day operations of the CRM department to create, implement and maintain high performance and adherence to policies, procedures and controls.
• Responsible for leading and motivating the team, setting and reviewing KPIs and performance of the team.
• Provide guidance, support, and mentorship to set clear objectives and monitor performance.
• Monitor Feedback/ Reviews/ Testimonials from customers regarding product, website, social media & their Brand experience and share with Sales/Marketing Teams.
• Set specific marketing strategies to retain customers.
• Plan and deliver CRM strategies across the organization to retain and increase customer base and provide exceptional customer service experience.
• Stay updated on industry trends, emerging technologies, and best practices in CRM.

Required Skills

• 12+ years in CRM management in an international or multi-market context.
• Excellent analytical skills with the ability to interpret complex data and derive actionable insights.
• Effective communication and interpersonal skills along with a customer-oriented attitude.

(ref:iimjobs.com)