Customer Relationship Management Manager

4 weeks ago

Mangalore, India Saravanaa Properties Full time

Role Overview

The CRM Manager is responsible for developing and implementing strategies to enhance customer relationships, increase customer retention, and drive revenue growth through data-driven insights. This role involves optimizing the use of CRM systems, ensuring the integration of customer data across various channels, and providing personalized experiences that improve customer satisfaction and loyalty. Success in this role means enhancing customer lifecycle management, leveraging CRM tools to track and analyze customer behavior, and collaborating with internal teams to implement customer-centric strategies.


What Success Looks Like:

  • Building a streamlined CRM process that provides valuable customer insights for marketing, sales, and customer support teams.
  • Increased customer retention rates and customer lifetime value (CLV) through personalized engagement strategies.
  • Efficient management and utilization of CRM tools, ensuring all teams have access to accurate customer data.
  • Developing reports and KPIs that measure CRM effectiveness and overall customer satisfaction.
  • Proactive identification of opportunities to automate processes, improve customer engagement, and enhance customer experience.
  • Regular collaboration with marketing, sales, and product teams to align CRM efforts with overall business objectives.


How This Role Fits into the Organization:

The CRM Manager plays a pivotal role in shaping the company's customer experience and engagement strategies. Working closely with the marketing, sales, and customer support teams, this role ensures the effective use of customer data to develop meaningful relationships and drive customer loyalty. The CRM Manager supports the broader goal of delivering a seamless, personalized experience across all touchpoints, thereby contributing to overall business growth and success.


Key Responsibilities:

  • Develop and implement CRM strategies: Create and execute CRM initiatives to increase customer retention, satisfaction, and lifetime value.
  • Data analysis and reporting: Use CRM data to identify trends, behaviors, and opportunities to improve the customer journey. Generate regular reports on key metrics like retention, churn, and customer satisfaction.
  • Optimize CRM tools: Ensure the CRM system is effectively integrated across the organization, and regularly review system performance, making recommendations for improvements.
  • Cross-functional collaboration: Work with marketing, sales, and customer support teams to align CRM activities with overall business strategies and campaigns.
  • Customer segmentation: Develop customer segmentation strategies to deliver personalized content and experiences.
  • Process automation: Identify and implement automation opportunities within the CRM to improve efficiency and customer engagement.
  • Customer feedback: Collect and analyze customer feedback to improve overall customer experience and adjust strategies accordingly.
  • CRM training: Provide training and support to internal teams to ensure effective use of CRM tools and data.


Qualifications:

1. Skills:

  • Strong understanding of CRM systems (e.g., Salesforce, HubSpot, Microsoft Dynamics) and best practices.
  • Data-driven mindset with excellent analytical skills, able to interpret complex data and create actionable insights.
  • Strong project management skills with the ability to manage multiple priorities and deadlines.
  • Excellent verbal and written communication skills, with the ability to collaborate across teams and present findings effectively.
  • Familiarity with customer segmentation, automation tools, and CRM reporting.

2. Education:

  • Bachelor's degree in Marketing, Business, Data Analytics, or a related field.

3. Experience:

  • 3-5 years of experience in CRM management or related roles, with a track record of improving customer relationships and engagement.
  • Experience working in cross-functional teams (e.g., marketing, sales, customer service) and implementing customer-focused initiatives.
  • Prior experience in a similar industry or organization size is a plus.

4. Certifications:

  • CRM-related certifications (e.g., Salesforce Certified Administrator, HubSpot CRM Certification) are a plus.


Salary Package:

2.5 to 4 lakhs based on Experience and Interview performance.

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