Customer Relationship Manager

Looking for Customer Relationship Manager for a leading US based ecommerce company in Delhi. The company is headquartered in NewYork and they have their development center in New Delhi.

Designation: Customer Relationship Manager

Job Description

- Understand customer relationship flow and be able to map the same into a state based system.

- Identify inefficiencies and suggest process improvements.

- Identify customer touch points and create an automated reactive outreach strategy

- Identify customer states and create a proactive outreach strategy with the aim of maximizing retention and demand generation.

- Create a scalable customer support & service model for being able to efficiently scale the requirements to handle 10x (and 100x) business growth

- Develop and implement the business CRM & loyalty strategy to improve acquisition and retention of customers.

- Work with other internal departments to ensure all loyalty features are executed in all sales channels

- Effectively implement and use CRM tools to design and engineer various sales and retention channels.

- Defining the customer experience and improve the post-sales systems and processes.

- Identifying metrics to evaluate the performance of the front-sales and post-sales service levels and align them with business objectives of Sales, Customer Acquisition and Customer Retention.

- Working closely with the leadership team to design the processes and streamline the ROI objectives.

- Collaborate with Engineering and Marketing functions for implementation.

Required Skills

- MBA Graduate from IIM's, XLRI, Tier-I B-schools only with a deep understanding of customer relationship management processes.

- At least 5 years in customer support / service with at least 2 years of experience in Business Process Implementation/CRM.

- Analytical and ROI driven approach towards implementation and execution

- Exceptional attention to detail, meticulous approach towards designing solutions

- Self Motivated and Flexible

- Experience in Ecommerce would be a plus

To know more about the company and the job, please send your updated resume to sharat.khanapur@krizalis.com