Manager - CRM Customer

Overall Responsibility of Call Center and its operations

Constantly improve the efficiency of the Call Center and its utilization by working with the team and helping them stay on objectives.

Ensure customer insight is obtained and studied using telephone recordings and databases to understand and meet customer expectations.

Develop CRM strategies that meet organizational objectives complement and enhance marketing initiatives.

Customer Experience:

Developing and implementing a customer experience strategy.

Analyze digital and CRM metrics to drive strategic decisions and continuous improvement.

Work with Sales, Marketing, Service, and Operations to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value

Create a customer journey map of all relevant touchpoints, identify methods of efficiency, and cascade information to improve customer experience.

Requirements:

Preferred Degree In Marketing, Business, Or Communications

Minimum 10 years of professional experience in related activity with a reputed brand/company