About the client : A leading eCommerce company in its business sector.  Role : CRM Head  Job Description :  - To manage the day- to-day planning of in house call center operations  - Plan each call day at the in house call center in advance as per the laid out protocol & operations.  - Address all the challenges of the operations & solve problems CRM Executives  - Lead the CRM team to meet with the required service level components, standards  - To develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused customer care executives  - To act as the communication conduit between Front liners and Management.   - Recommendations for product and process development based on customer feedback and analysis of the same.  - Management of all customers touch points - SMS, Email, DM, and Outbound Calling & Social Media.  To offer creative solutions :   - Work very closely with team members to solve customer problems.   - Also needs to understand customer's problems and CRM Executives weaknesses   - Offers solutions and suggestions for process and product improvement to management.   - Ownership and problem resolution. (SAME AS ABOVE)  - Owning, setting and executing the overall Customer Retention plan.  - Responsible for improving customer attrition rates.  - Management of effective customer strategies to build loyalty and to create up and cross-selling opportunities.  - Developing customer insights and understanding which customers are loyal to us.  Operational Management :   - Managing the floor, adherence to schedule.  - Call monitoring, coaching and feedback.  - Responsibility for delivery of the defined customer experience in every call.  - Training and development of staff.  Candidate would be required :  - To lead a team of 25-30 employees and developing future Team Leaders.  - Communicate and being a focal point of dissemination of information from management to team and vise-versa.  Responsible for all HR-related issues affecting team members :  - Compiling reports on team's performance   - Conducting appraisals, confirmations, promotions and terminations for the team.  - Contribute for the initial hiring and selecting process of the front line executives.  - People Management, including all HR related issues, as well as staff development.  Candidate should be decision making :  - Required to make decisions on matters relating to improving revenue generation & customer satisfaction with regards to the related concerns so that it affects call handling and call center processes.  - Possesses certain additional higher level authority for reversal of charges as per the SOP. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.   Skills :  - Excellent communication skills, both verbal and written.(English and Hindi).  - Presentation skills.  - People management and leadership skills   - Ability to motivate employees in a high-pressurized environment.  - Influencing and negotiation skills.  - Perfect time management and organization skills.  - Problem solving skills with the ability to adopt a logical approach for solving problems.  - Good numeracy skills.  - Competent technical skills.  Minimum Experience : 4 - 8 yrs  Age : Below 35 yrs (25-35 yrs)  Specialization : Customer Relation management

Delhi NCR

Head - Customer Relationship Management - eCommerce  

Head - Customer Relationship Management - eCommerce   ,Job Description for Head - Customer Relationship Management - eCommerce   in HR in  Delhi NCR for (4-8) years of experience. Apply Now!

Job Description for Head - Customer Relationship Management - eCommerce   in HR in  Delhi NCR for (4-8) years of experience. Apply Now!