CRM Manager - Analytics & Performance - BFSI/IT

CRM Manager - Analytics & Performance

Major Duties & Responsibilities :

- Supervises customer service representatives.

- Ensures that customers receive the quickest service possible.

- Assists representatives in handling disappointed customers.

- Determines a course of action to resolve customer problems.

- Interacts with customers using phone, fax, email, the company website, and in person.

- Provides assistance to representatives during extremely busy times.

- Ensures that customer service representatives follow all company policies and procedures when dealing with customers.

- Collects customer payments.

- Issues customer refunds.

- Maintains database of customers for follow up

- Takes customer complaints to upper management when necessary.

- Building and maintaining profitable relationships with key customers.

- Tracking the marketing metrics and trends, like conversion rates and web analytics

- Preparing monthly, quarterly, and annual sales forecasts on the supply side

- Driving customer engagement by planning and managing multi-channel marketing campaigns

- Monitoring relationships with existing customers through CRM systems

- Resolving customer complaints quickly and efficiently

- Deliver customer presentations and attend sales meetings and partner conferences.

- Manage sales pipeline, forecast monthly sales, and identify new business opportunities.

- Female candidates are preferred