Manager CRM

3 weeks ago

Mumbai, India Aditya Birla Group Full time

Job Description:  Manager – CRM and customer engagement

Location: Mumbai , HO (Worli)

Department: Customer Experience 

About Us:

Birla Opus is a leading innovator in the paint industry, renowned for our commitment to excellence and customer satisfaction. Our mission is to provide top-quality products and unparalleled service to our clients. We are looking for a dedicated and experienced CRM Manager to join our team and contribute to our success by managing customer interactions and ensuring seamless journey.

Position Overview:

The CRM Manager is a pivotal role within our organization, responsible for managing customer interactions and lifecycle at various stages and connecting dots across platforms for different persona’s. This role demands a blend of technical expertise, sales acumen, and superior customer service skills. The ideal candidate will have a deep understanding of CRM systems, integration of communications channels like whatsapp/SMS/emails. Should be able to understanding business requirements (BRD) , converting requirements into solutions, and a proven track record in project management and customer relationship management/vendor management.

Key Responsibilities:

· Develop and implement CRM strategies that improve customer retention and drive loyalty. · Collaborate with marketing, sales, and customer service & digital teams to ensure CRM strategies align with business goals. · Manage the CRM system and ensure data integrity and accuracy. · Create and execute marketing campaigns to nurture leads and engage customers. · Measure and report on the effectiveness of CRM activities and campaigns. · Stay current with industry trends and best practices in CRM. · Train team members on CRM usage and best practices. · Utilize data analytics to segment customers, identify trends, and optimize customer communications · Collaborate with IT and operations teams to ensure seamless integration of technology solutions and optimize their performance.

Requirements:

· Bachelor’s degree in marketing, Business Administration, or related field (master’s degree preferred) · 8-10 Yrs Proven experience as a CRM Manager or similar role in a B2B or B2C environment. (Coding/Techie – Added Advantage) · Strong understanding of CRM principles and practices. · Proficiency in CRM software (Salesforce, HubSpot, etc.) and marketing automation tools. · Excellent analytical skills with the ability to interpret complex data sets. · Strategic thinker with a passion for customer satisfaction and retention. · Strong communication and interpersonal skills. Ability to manage multiple projects and priorities simultaneously.

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