Head of Customer Relationship Management

1 week ago

Bengaluru Karnataka India, Karnataka Bennett Coleman & Co. Ltd. Full time

Job description

Job Title: CRM Head

Location: Bangalore


Roles & Responsibilities: -

  • Lead and manage the direct subscription base for print division for Karnataka
  • Implement effective CRM operations & control measures for CLCM
  • Managing the Customer Relations for the branch & driving key Customer Centric related KPIs
  • Drive digital transformation and automation of core business processes to improve efficiency and productivity
  • Managing a reader base across the region along with churn management for HNI base readers
  • SME in SAP & Salesforce Applications, developing key Customer centric procedures & Standards
  • Managing processes, Trainings, SLA, Customer complaints as key business KPIs


Education and Experience Required: -

  • Educational Qualifications: PG/Graduation
  • Years of Experience:8-10 Years


Knowledge:

  • CRM Systems and Tools: Deep understanding of CRM platforms (e.g., Salesforce, HubSpot, Zoho). Familiarity with data analytics and reporting tools.
  • Customer Segmentation and Targeting: Knowledge of market segmentation techniques and customer personas.
  • Data Management and Analysis: Proficiency in data interpretation and CRM data management practices.
  • Sales and Marketing Alignment: Understanding of sales processes, lead management, and marketing strategies.
  • Customer Experience (CX): Insight into customer journey mapping and experience optimization.
  • Language: Must know Kannada & English Language.


Skills:

  • Leadership and Team Management: Ability to lead and inspire cross-functional teams.
  • Communication: Excellent verbal and written communication skills to engage stakeholders.
  • Analytical Thinking: Strong analytical skills to derive insights from data and drive decision-making.
  • Customer-Centric Mindset: Strong focus on enhancing customer satisfaction and loyalty.

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