Assistant Manager - CRM

MGR1093
Assistant Manager - CRM
Malabar Head Quarters
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

Marketing
Calicut
Kerala
India
B.Tech and MBA
25 and above
4 to 5 Years
As per industry standards