CRM Lead

7 days ago

Delhi Ghaziabad NCR Noida, India Gravity Bath Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Job Title: CRM Lead / CRM Manager

Location: Sahibabad, Ghaziabad

Company: Gravity Bath Pvt. Ltd.

Experience Required: 5 to 8 Years

Reporting To: Head Sales & Marketing / Director

Job Overview: We are seeking a highly motivated and strategic CRM Lead / CRM Manager to oversee and enhance our Customer Relationship Management systems and processes. The ideal candidate will be responsible for ensuring seamless customer engagement, managing CRM tools, and aligning CRM strategies with business goals to improve customer retention, satisfaction, and lifetime value.

Key Responsibilities:


• Develop and implement CRM strategies to improve customer engagement and retention.


• Manage and optimize CRM tools and software.


• Oversee customer lifecycle management from onboarding to repeat purchases and service.


• Design customer segmentation models to drive targeted marketing campaigns.


• Track and analyze key metrics (customer satisfaction, NPS, retention rates, etc.).


• Coordinate with Sales, Marketing, and Customer Support teams to improve the customer journey.


• Generate regular performance reports for senior management on CRM outcomes.


• Lead a small CRM team and provide guidance on customer communications and follow up strategies.


• Handle escalated customer grievances with a proactive and customer-first approach.


• Work on loyalty programs, feedback collection systems, and CRM automation.


• Maintain and update customer database to ensure clean and reliable data.

Key Skills & Competencies:


• Strong understanding of CRM tools and database management.


• Excellent communication and interpersonal skills.


• Proficient in customer analytics and reporting.


• Strategic thinking with attention to detail.


• Experience in handling customer lifecycle campaigns.


• Strong problem-solving and team management abilities.


• Ability to collaborate cross-functionally with Sales, IT, and Marketing.

Qualifications:


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


• MBA or equivalent post-graduate degree preferred.


• 5+ years of proven experience in a CRM or customer experience management role.


• Hands-on experience with CRM platforms like Zoho.

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