Job Summary: The CRM Strategic Planner is responsible for developing and executing strategies to optimize customer relationship management systems, journey mapping, ensuring alignment with the company's overall business goals. This role involves analysing customer data, identifying trends, and implementing initiatives to improve customer engagement and satisfaction. Key Responsibilities: - Develop CRM Strategies: Create and implement CRM strategies, define relevant customer journeys & models that align with business objectives and enhance customer engagement. - Define & create Customer journeys: Create and maintain detailed customer journey maps to understand and improve the customer experience at every touchpoint. - Customer Personas: Detailed profiles representing different segments of your customer base. - Touchpoints: All the points of interaction between the customer and your brand (e.g., website visits, social media interactions, customer service calls). - Customer Actions: Specific actions taken by customers at each touchpoint (e.g., signing up for a newsletter, making a purchase). - Emotions and Pain Points: The feelings and challenges customers experience at each stage of their journey. - Channels: The various platforms and mediums through which interactions occur (e.g., email, phone, in-store). - Opportunities: Areas where the customer experience can be improved to enhance satisfaction and loyalty. - Analyze Customer Data: Conduct in-depth analysis of customer data to identify trends, preferences, and areas for improvement. - Collaborate with Teams: Work closely with marketing, sales, and customer service teams to ensure CRM strategies are effectively integrated across all departments. - Monitor Performance: Track and measure the effectiveness of CRM initiatives, using key performance indicators (KPIs) to assess success. - Optimize CRM Systems: Continuously evaluate and improve CRM systems and processes to ensure they meet the evolving needs of the business. - Report Findings: Prepare and present reports on CRM performance and strategic recommendations to senior management. - Identify Opportunities: Identify new opportunities for enhancing customer relationships and driving business growth. Qualifications: - Experience: Proven experience in CRM strategy development and implementation, preferably in a strategic planning role. - Skills: Strong analytical skills, excellent communication abilities, proficiency in CRM software will be a plus, and a strategic mindset. Desired Attributes: - Problem-Solving: Ability to identify issues and develop effective solutions. - Team Collaboration: Strong team player with the ability to work collaboratively across departments. - Innovation: Creative thinker with a knack for developing innovative strategies to enhance customer relationships. Job Brief: - We are seeking a forward-thinking CRM Strategic Planner to join our team. The ideal candidate will have a strong background in CRM strategy development and a passion for improving customer experiences. This role requires a strategic thinker who can analyze data, collaborate with various teams, and drive initiatives that enhance customer satisfaction and loyalty. Does this align with what you were looking for? Customer journey mapping is a crucial process in CRM that helps businesses understand and optimize the customer experience across all touchpoints. Heres an overview of what it involves: What is Customer Journey Mapping? Customer journey mapping is the process of creating a visual representation of the customers interactions with your brand. This map outlines every step a customer takes from the initial awareness of your product or service to post-purchase interactions and beyond [1] [2]. Key Components of a Customer Journey Map: 1. Customer Personas: Detailed profiles representing different segments of your customer base. 2. Touchpoints: All the points of interaction between the customer and your brand (e.g., website visits, social media interactions, customer service calls). 3. Customer Actions: Specific actions taken by customers at each touchpoint (e.g., signing up for a newsletter, making a purchase). 4. Emotions and Pain Points: The feelings and challenges customers experience at each stage of their journey. 5. Channels: The various platforms and mediums through which interactions occur (e.g., email, phone, in-store). 6. Opportunities: Areas where the customer experience can be improved to enhance satisfaction and loyalty. Benefits of Customer Journey Mapping: - Improved Customer Understanding: Gain insights into customer needs, preferences, and pain points. - Enhanced Customer Experience: Identify and address gaps in the customer journey to provide a seamless experience. - Informed Decision-Making: Use data from the journey map to make strategic business decisions. - Increased Customer Retention: By understanding and improving the customer journey, businesses can foster loyalty and reduce churn. Steps to Create a Customer Journey Map: 1. Define Objectives: Determine what you want to achieve with the journey map (e.g., improve customer satisfaction, increase sales). 2. Research and Gather Data: Collect data from various sources such as customer feedback, analytics, and CRM systems. 3. Identify Customer Personas: Create detailed profiles of your target customers. 4. Map Out Touchpoints: List all the interactions customers have with your brand. 5. Analyze Customer Actions and Emotions: Understand what customers do and how they feel at each touchpoint. 6. Identify Pain Points and Opportunities: Look for areas where the customer experience can be improved. 7. Create the Visual Map: Use tools like flowcharts or specialized software to create the journey map. 8. Review and Optimize: Continuously review and update the map based on new data and feedback. Tools for Customer Journey Mapping: Good to have not mandatory - Salesforce Journey Builder: Helps create personalized customer journeys across multiple channels - Microsoft Dynamics 365 Customer Insights: Offers tools for both trigger-based and segment-based journeys - Lucidchart: A visual workspace for creating detailed journey maps. - Smaply: A dedicated tool for journey mapping and persona creation. Customer journey mapping is an ongoing process that helps businesses stay aligned with customer expectations and deliver exceptional experiences. Would you like to dive deeper into any specific aspect of customer journey mapping?

Gurgaon/Gurugram

Cheil - Strategic Planner - CRM Segment 

Job Description for Cheil - Strategic Planner - CRM Segment  in Cheil India in  Gurgaon/Gurugram for (10-15) years of experience. Apply Now!