Head of Customer Relationship Management
4 weeks ago
Position: AGM/DGM Customer Relations
Location: Ahmedabad
Overview:
As a Customer Relationship Head (CRM), you will be responsible for developing and maintaining strong relationships with customers to ensure their satisfaction and loyalty. You will act as the primary point of contact for customers, addressing their inquiries, resolving issues, and providing solutions to meet their needs. The CRM plays a crucial role in driving customer retention, identifying opportunities for upselling or cross-selling, and gathering feedback to improve products and services.
Responsibilities:
Build and maintain positive relationships with customers through regular communication via email, phone calls, and face-to-face meetings.
Serve as the primary point of contact for customer inquiries, concerns, and requests, and ensure timely and satisfactory resolution.
Understand customers' needs and requirements and offer tailored solutions to meet their expectations.
Collaborate with functional heads to identify opportunities for upselling or cross-selling products and services.
Conduct regular customer satisfaction surveys and gather feedback to identify areas for improvement and enhance the customer experience.
Keep accurate records of customer interactions, transactions, and feedback in the CRM database.
Analyze customer data and trends to identify patterns and insights that can be used to improve customer retention and loyalty.
Stay informed about industry trends, market changes, and competitors' activities to better understand customers' evolving needs.
Proactively reach out to customers to provide updates on new products, services, or promotions that may be of interest to them.
Prepare regular reports and presentations on customer satisfaction, retention, and engagement metrics for management review.
Qualifications:
Bachelor's degree in business administration, marketing, or a related field. (Master's degree preferred)
Proven experience in customer relationship management or a similar role, preferably in the [Service industry].
Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
Strong problem-solving abilities and the capacity to handle challenging situations calmly and professionally.
Proficiency in CRM software and Microsoft Office Suite.
Analytical mindset with the ability to interpret data and draw actionable insights.
Self-motivated and results-oriented, with a focus on achieving customer satisfaction and retention goals.
Ability to multitask and prioritize tasks effectively in a fast-paced environment.
Knowledge of [Specify industry-specific regulations, standards, or technologies] is desirable.
Flexibility to adapt to changing priorities and business needs.
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