Head of Customer Relationship Management

Job description

Job Title : CRM Head

Location : Bangalore

Roles & Responsibilities: -

• Lead and manage the direct subscription base for print division for Karnataka
• Implement effective CRM operations & control measures for CLCM
• Managing the Customer Relations for the branch & driving key Customer Centric related KPIs
• Drive digital transformation and automation of core business processes to improve efficiency and productivity
• Managing a reader base across the region along with churn management for HNI base readers
• SME in SAP & Salesforce Applications, developing key Customer centric procedures & Standards
• Managing processes, Trainings, SLA, Customer complaints as key business KPIs

Education and Experience Required: -

• Educational Qualifications: PG/Graduation
• Years of Experience:8-10 Years

Knowledge:

• CRM Systems and Tools : Deep understanding of CRM platforms (e.g., Salesforce, HubSpot, Zoho). Familiarity with data analytics and reporting tools.
• Customer Segmentation and Targeting : Knowledge of market segmentation techniques and customer personas.
• Data Management and Analysis : Proficiency in data interpretation and CRM data management practices.
• Sales and Marketing Alignment : Understanding of sales processes, lead management, and marketing strategies.
• Customer Experience (CX) : Insight into customer journey mapping and experience optimization.
• Language : Must know Kannada & English Language.

Skills:

• Leadership and Team Management : Ability to lead and inspire cross-functional teams.
• Communication : Excellent verbal and written communication skills to engage stakeholders.
• Analytical Thinking : Strong analytical skills to derive insights from data and drive decision-making.
• Customer-Centric Mindset : Strong focus on enhancing customer satisfaction and loyalty.