CRM Manager - Hospitality

We have an opening for a CRM Manager in a European MNC at Hyderabad.

- Candidates should be Female, MBA with 8 to 10 years of relevant experience in the service sector in business relationship management, customer service or sales experience with a customer oriented environment or a related field, such as travel & hospitality industries.

- Computer literacy and proficiency in data analysis, office productivity applications is a must as well as s/he should be well conversant in Telugu.

- The position reports to the Chief Marketing and Sales Officer and The Customer Relationship Management Manager shall develop, lead and manage end to end customer relationship management, work closely with other functions to optimize the relationship with an objective to retain and engage the existing customers and ensure they stay with our network for long time to come and also to bring on new customers leading to higher growth and build sustainability for long profitability.

Customer Relationship Management:

- To build strong customer relationships through continually refining insights into customer needs, habits, and economics balancing with our business needs.

- To analyze the customer feedback and taking action to improve short and long term customer retention and satisfaction.

- To strengthen the customer service culture and to ensure the customer service expectations are taken into consideration in everyday operation (consideration, personalization, reassurance, advice, client service)

- To elaborate customer charter with regular updates in line with customer needs and expectations.

- To work closely with Operations & Maintenance divisions for complaints resolution and long term efficiency.

- To roll out loyalty programmes for existing customers and to keep them all for longer period on the network

- Responsible for the Management of Call Centre;

They may talk to Mr Arunn Bhagavathula for any further info.