The CRM Manager is part of the CRM department within the Marketing Department to manage / monitor the Customer services, Customer experience and Customer engagement defined by Malabar Gold & Diamonds. The role encompasses strategy, CRM operations, collaboration and sensing & responding to opportunities in the MGDs markets.
KEY RESPONSIBILITIES 1. Understand the data points for insights 2. Management of CRM activities for Malabar Gold & Diamonds 3. Operations monitoring of CRM performance at every region and store levels 4. Broadly understand CRM technology and relevant tools for effective insights and reports 5. Training and follow-up on the strategies defined from MHQ 6. Follow up on Customer feedback and ensuring to close the loop
1. Developing CRM Strategy for MGD 2. Planning the implementation of CRM activities 3. Providing customer insights & reports 4. Coordination of collaborative CRM activities with other regional managers in MGD 5. Managing CRM performance and reporting to senior resources 6. Managing CRM team 7. Managing the Call Center & Marketing Services Providers
KEY PERFORMANCE MEASURES
1. CRM activities delivered and new CRM initiatives 2. ROI on CRM activities and customer value growth 3. Customer satisfaction, retention & loyalty 4. Collaboration with other teams at MHQ and at the regional levels
1. Information-based CRM strategy formulation & implementation 2. Building & motivating high-performance teams across all the regions 3. Operational automotive CRM (marketing, sales & customer care)
1. Orientation towards customers and/or markets 2. Comfort leading in a complex, changing, networked business environment 3. Pragmatic approach to getting things done