Nibav Lifts - Head - International Customer Service

Head Customer Service

Job Description: As the CRM Head, your primary responsibility will be to develop and execute effective strategies to enhance Customer Relationships and drive customer satisfaction.

Key Responsibilities:

- Assigned team targets, maintained & published team stack ranking on daily, weekly and monthly basis.

- Responsible for managing daily operations and achieving client and operational targets.

- To handle escalations and develop strategies to improve customer experience.

- Manage day to day operations of the CRM department to create, implement and maintain high performance and adherence to policies, procedures and controls.

- Responsible for leading and motivating the team, setting and reviewing KPIs and performance of the team.

- Provide guidance, support, and mentorship to set clear objectives and monitor performance.

- Monitor Feedback/ Reviews/ Testimonials from customers regarding product, website, social media & their Brand experience and share with Sales/Marketing Teams.

- Set specific marketing strategies to retain customers.

- Plan and deliver CRM strategies across the organization to retain and increase customer base and provide exceptional customer service experience.

- Stay updated on industry trends, emerging technologies, and best practices in CRM.

Required Skills:

- 10+ years in CRM management in an international or multi-market context.

- Excellent analytical skills with the ability to interpret complex data and derive actionable insights.

- Effective communication and interpersonal skills along with a customer-oriented attitude.

- Knowledge of international markets, cultural nuances, and customer preferences is desirable.

- Solid background in customer acquisition strategies.

- Good relationship management and networking skills.

- Good personality with the ability to understand client needs also execute the same.