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Hod of CRM

3 weeks ago

Gurugram Haryana, India Legend Group Full time

**Job Title**:
**HOD of CRM**

**Job Summary**:
The HOD of CRM is responsible for managing and optimizing customer relationship management (CRM) strategies to enhance customer engagement, retention, and lifetime value. This role involves overseeing CRM campaigns, customer data analysis, marketing automation, and collaboration with cross-functional teams to ensure a seamless customer experience across all touchpoints.

**Key Responsibilities**:1. **CRM Strategy & Execution**
- Develop and implement CRM strategies to support customer acquisition, engagement, and retention goals.
- Manage end-to-end CRM campaigns including planning, segmentation, execution, testing, and performance analysis.

2. **Data & Analytics**
- Analyze customer data and behavior to generate actionable insights.
- Build customer segments based on lifecycle, demographics, and behavior.
- Monitor and report on KPIs such as open rates, conversion rates, and customer retention metrics.

3. **Marketing Automation**
- Utilize CRM tools (e.g., Salesforce, HubSpot, Adobe Campaign, or others) to automate campaigns and workflows.
- Ensure timely and relevant communications through customer journey mapping and personalization.

4. **Collaboration & Stakeholder Management**
- Work closely with marketing, sales, product, and customer service teams to align CRM strategies with broader business goals.
- Coordinate with IT or data teams to maintain data quality and ensure smooth integration of CRM platforms.

5. **Optimization & Testing**
- Continuously test and optimize CRM initiatives (A/B testing, multivariate testing).
- Recommend and implement improvements based on campaign performance and industry best practices.

**Required Skills & Competencies**:

- Strong knowledge of CRM platforms and tools (Salesforce, HubSpot, Microsoft Dynamics, etc.)
- Solid understanding of customer segmentation and lifecycle marketing.
- Experience with data analytics and reporting tools (Google Analytics, Tableau, Excel).
- Ability to manage multiple campaigns and deadlines effectively.
- Excellent communication and stakeholder management skills.
- Attention to detail and strong project management abilities.

**Qualifications**:

- Bachelor’s degree in Marketing, Business, Communications, or related field.
- Familiarity with GDPR and other data privacy regulations is a plus.

**Career Progression**:

- **CRM Manager**:

- **Head of CRM**:

- **Marketing Director**:

- **Customer Experience Manager**

Pay: ₹70,000.00 - ₹100,000.00 per month

**Benefits**:

- Flexible schedule
- Internet reimbursement
- Provident Fund

Work Location: In person