Head CRM
Head CRM
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Job Description
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 crossfunctional teams including Sales Marketing and O&M to align customer relations efforts with overall business objectives.
Establish and maintain a customercentric 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 crossselling.
Qualifications :
Bachelors / Masters degree in Business Administration in Mass Communication Public Relations or a related field.
1215 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.
Indepth knowledge of customer relations best practices methodologies and technologies with experience in implementing customercentric 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 decisionmaking and customerfocused initiatives.
Proficiency in customer relationship management (CRM) systems and other relevant software tools.
Strong problemsolving and conflictresolution skills with the ability to handle complex customer issues and complaints effectively.
Proven ability to manage multiple tasks and priorities in a fastpaced deadlinedriven environment.
Customercentric 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.
Additional Information :
Job Location: Patna/Mumbai
Compensation: 20 LPA based on experience.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
