CRM Manager - Internet/Online

Roles & Responsibilities:-

- Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.

- Own the Activation, Usage & Retention process for the company's customers

- Establish & Manage Relationships / Engagement with the customers.

- He will be responsible for driving usage, cross selling products and annual renewals.

- Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.

- Customer Journey Mapping analyzing touch points with the organization and maximizing commercial opportunities.

Responsible for following agreed governance model, escalation & communication plan

- Working closely with all departments to ensure the CRM works effectively for all aspects of the company.

- Overseeing direct communications with customers through the CRM.

- Monitor and maximize customer lifetime value strategies ensuring maximum profitability.

- Ensuring the database is segmented effectively for targeted marketing activities.

Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth

- Ensure that all audit related issues are brought to a close

- Identify and drive continuous improvements and initiatives in process

- Overseeing the migration of all direct communications to lower cost mediums such as SMS and email.

- Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.

- Coach & mentor Team lead so that they are able to manage their teams better

- To ensure that all internal customer queries are followed up on a timely basis

- Collaborate with product team to create customer friendly systems.

- To be the Key contact for all problems and queries with specific business assigned.

Desirable skills

- Action Oriented, Integrity and Trust, Perseverance

- Command Skills, Problem Solving, Drive for results, Standing along and Directing Others

- Managing & measuring work

- Ability to handle pressure

- Very good finance and accounting skills

- Problem solving, analytical and data entry mastery

- Excellent verbal and written communications skills

- Strong external and management reporting skills