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 MGD’s markets.
KEY RESPONSIBILITIES - Understand the data points for insights - Management of CRM activities for Malabar Gold & Diamonds - Operations monitoring of CRM performance at every region and store levels - Broadly understand CRM technology and relevant tools for effective insights and reports - Training and follow-up on the strategies defined from MHQ - Follow up on Customer feedback and ensuring to close the loop
KEY ACTIVITIES - Developing CRM Strategy for MGD - Planning the implementation of CRM activities - Providing customer insights & reports - Coordination of collaborative CRM activities with other regional managers in MGD - Managing CRM performance and reporting to senior resources - Managing CRM team - Managing the Call Center & Marketing Services Providers
KEY PERFORMANCE MEASURES - CRM activities delivered and new CRM initiatives - ROI on CRM activities and customer value growth - Customer satisfaction, retention & loyalty - Collaboration with other teams at MHQ and at the regional levels
KEY ATTITUDES - Orientation towards customers and/or markets - Comfort leading in a complex, changing, networked business environment - Pragmatic approach to getting things done