General Manager - CRM - Consumer Durable

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