
Relationship Builder
2 weeks ago
The Customer Engagement Manager plays a vital role in driving customer interactions, retention, and growth by overseeing and optimizing the CRM system.
This position acts as a bridge between sales, marketing, and support teams, ensuring effective use of the CRM, maintaining data integrity, and delivering actionable insights.
Key Responsibilities:
- Platform Management & Optimization
Configure, manage, and continuously improve CRM functionalities to align with organizational objectives.
- Data Integrity & CRM Hygiene
Maintain accurate, updated, de-duplicated, and secure customer and lead data. Implement quality control measures across the CRM.
- Lead Management & Automation
Evaluate efficient processes for capturing leads, tracking interactions, assigning leads using automation and scoring features, and nurturing them through the sales funnel.
- Cross-Functional Coordination
Collaborate with sales, marketing, and support teams to align CRM campaigns, lead routing, and customer interaction strategies.
- Training & Support
Train internal users on best practices for using the CRM. Offer ongoing troubleshooting and support to ensure full platform adoption.
- Reporting & Analytics
Monitor CRM KPIs like lead conversion, retention rates, email open rates, and customer lifetime value. Turn CRM data into actionable insights and reports for leadership.
- Customer Journey Strategy
Develop targeted campaigns (e.g., drip email, personalized content) using behavior tracking and scoring mechanisms.
- Compliance & Security
Evaluate CRM operations compliance with data privacy regulations and internal security best practices.
Required Qualifications & Skills:
- Bachelor's degree in marketing, Business, IT, or related field.
- 2–4+ years of experience managing CRMs or sales operations; experience with LeadSquared is a strong advantage.
- Proficiency in CRM platforms and workflow automation; familiarity with LeadSquared is highly preferred.
- Strong analytical and data-driven decision-making ability.
- Excellent communication, training, and cross-team collaboration skills.
- Detail-oriented, organized, and process-driven with the ability to manage multiple initiatives in a fast-paced environment.
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