1to1help.net - Head - CRM

CRM Head

Customer Relations Management Planning :

- Conduct annual planning and budgeting for the customer relations department (both Sales and Service) in alignment with 1to1 HELP.NET goals and senior management

- Define customer relationship programs and key initiatives for CRM division in association with the management to achieve customer satisfaction

- Maintain database of customers in order of their importance from a potential revenue generation perspective

CRM Oversight and Complaints Management :

- Track and monitor client relations initiatives and provide guidance and course corrections to ensure high effectiveness of the CR programs and initiatives

- As a key owner for all the customer relation processes, ensure seamless integration of customer interactions and information flow across all customer touch points

- Conduct internal meetings with the customer relations team and senior Sales, Service and Marketing team to create action plans, allocate responsibilities and set internal deadlines for driving key CR initiatives

- Analyze customer satisfaction levels and define customer specific plans to ensure delight for all current and prospective customers

- Maintain database of existing customers and run an efficient program to engage them for reference sell as well as for overall revenue generation

- Provide quality feedback and update to management and CRM team on the overall quality of customer interactions and highlight issues if any

- Track progress and resolution of customer complaints at a fortnightly / monthly duration

- Ensure driving of 1to1help.net registration through the customer relations team

- Provide guidance and support to the CR team in ensuring appropriate escalation and resolution of customer complaints by coordinating with relevant department heads.

- Conduct CSS analysis and drive meeting regularly as per 1to1help.net guidelines

- Conduct Sales Consultant/service Advisor wise root cause analysis regularly to identify gaps in process quality which impact customer satisfaction

Customer Relations Performance Tracking :

- Maintain and monitor CRM division customer relations department KPIs (including CSS) for business analysis and forecasting

- Monitor and own all customer satisfaction process in sales and service, and ensure high performance on all customer satisfaction scores

- Conduct regular reviews of CSS with CRM team and highlight areas of concern and define an overall action plan

- Monitor the implementation and effectiveness of planned customer specific initiatives

- Independently engage with customers to take feedback and drive process improvement

- Consolidate best practices across the industries around customer delight and drive new and innovative initiatives

Organization :

- Champion the cause of customer delight by proactively planning customer relationship skill development initiatives for the CR team and other customer facing staff

- Ensure all performance management activities of the Customer Relations department are completed timely and satisfactorily.

Profile, Experience & Qualification :

- MBA/Post Graduate in HR with at least 8-10 years of experience in Client Facing / Account management role

- 4+ year experience in HR, preferably 2-3 years in consulting

Skills and Behavioral Attributes :

- Client Management

- Analytical and problem solving skills

- Marketing consulting skills

- Understanding of DM & CRM

- Communication skills

- Results Orientation

- High Level of initiative and assertiveness

- Hunger to grow

- Self Motivation and drive towards winning and a - Can Do- Attitude.