Overview of the role:
Develop and execute Customer Relationship Management (CRM) strategies that enhance customer retention, loyalty, and engagement through data-driven campaigns, customer journey optimization, and personalized communications that support business growth objectives
What you will do:
- Lead process optimization initiatives and system enhancements to improve customer experience and operational efficiency.
- Design and develop customized reports, dashboards, and tracking tools to provide performance visibility and support data-driven decision-making.
- Collaborate with cross-functional stakeholders to identify, resolve, and prevent customer experience issues, driving customer satisfaction and retention.
- Generate ad hoc and recurring CRM reports and insights to support business objectives and program delivery.
- Monitor Customer Satisfaction (CSAT) performance, identify improvement opportunities, and drive initiatives to achieve organizational targets.
- Analyse customer feedback, behavioural trends, and CRM performance metrics to identify opportunities for customer experience enhancement.
- Present actionable insights, trends, risks, and recommendations to Customer Experience leadership to support strategic decision-making.
- Support the development and execution of customer engagement, retention, and loyalty initiatives through data analysis and performance monitoring.
- Ensure data accuracy, integrity, and consistency across CRM systems and reporting platforms.
- Track and measure the effectiveness of CRM campaigns, customer journeys, and retention programs to maximize business impact.
- Manage customer complaints and ticketing workflows, audit service quality, and coordinate cross-functional issue resolution.
- Develop and maintain customer databases, segmentation and personalized campaigns; track CSAT, NPS, retention, engagement, conversion, customer lifetime value and data quality.
Skills
Required Skills to be successful:
- 7–10 years of experience in CRM, including customer lifecycle management, retention and loyalty programs.
- Proven experience in customer lifecycle management and retention programs.
- Experience in CRM campaign planning, execution, and optimization.
- Experience managing customer segmentation and personalization initiatives.
- Customer centricity, strategic thinking, and analytical thinking.
What equips you for the role:
- CRM strategy development.
- Customer analytics and reporting.
- Data-driven decision-making.
- Loyalty program management.
- Experience with CRM platforms such as Salesforce, Microsoft Dynamics, SAP CRM, HubSpot, or equivalent.
- Proficiency in Power BI, dashboards, reporting tools and customer service ticketing systems.
