Role Summary:
The incumbent will be responsible for managing all aspects of customer relations with respect to pre sale / post -sales by ensuring timely documentation, collections, and resolution of customer grievances while promoting a culture of customer delight.
Role description:
- Define requirements for effective use of the CRM and its infrastructure. Making sure the CRM is customer focused and working to maximize its effectiveness for sales.
- Working closely with the sales and marketing to provide guidance on how to maximize current and prospective relationships.
- Segmenting of the CRM to enable tailored and relevant marketing messages to customers to ensure the CRM provides an effective sales funnel and efficient sales process.
- Planning, managing and delivering multi-channel, digital CRM marketing campaigns.
- Working with external agencies and suppliers to ensure the successful delivery of the CRM plan.
- Ensure return on investment through KPI's and performance metrics.
Qualification: MBA preferred/ Minimum qualification - Graduation
Experience: 12 -20 Years in Consumer Durables, within minimum 4-5 years in a customer facing role.
Critical Skills:
- Acting Strategically
- Customer Centricity
- Influencing
- Grievance Resolution
- Leading Teams
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