Omnichannel Customer Experience Manager

Job Requirements

Job Description: CRM Manager at Titan

Company Name: Titan

Job Title: CRM Manager

Job Type: Regular/Permanent

Job Category: Jewellery-SMR

Department: Marketing-Tanishq

Location: Bengaluru, Karnataka, India

Overview:

Titan is a leading jewellery brand in India, known for its exquisite designs and quality products. We are currently seeking a highly motivated and experienced CRM Manager to join our Marketing team at Tanishq, a division of Titan. The ideal candidate will have a strong background in customer relationship management and a passion for the jewellery industry.

Key Responsibilities:

- Develop and implement CRM strategies to increase customer retention and loyalty

- Analyze customer data and behavior to identify opportunities for targeted marketing campaigns

- Collaborate with cross-functional teams to ensure a seamless customer experience across all touchpoints

- Manage and maintain customer databases, ensuring accuracy and completeness of data

- Monitor and report on key performance indicators related to customer engagement and retention

- Stay updated on industry trends and best practices in CRM to continuously improve our strategies and tactics

- Train and mentor team members on CRM processes and tools

- Work closely with sales teams to align CRM efforts with business goals and objectives

- Develop and manage CRM budget and resources effectively

Qualifications:

- Bachelor's degree in Marketing, Business Administration, or a related field

- Minimum of 5 years of experience in CRM, preferably in the jewellery or luxury goods industry

- Strong understanding of customer relationship management principles and strategies

- Experience with CRM software and tools, such as Salesforce or HubSpot

- Excellent analytical and problem-solving skills

- Proven track record of developing and implementing successful CRM campaigns

- Strong communication and interpersonal skills

- Ability to work in a fast-paced and dynamic environment

- Passion for the jewellery industry and a customer-centric mindset

Additional Parameters:

- Experience with RP (Retail Planning) is preferred

- Knowledge of the Indian jewellery market is a plus

- Willingness to travel as needed

If you are a driven and results-oriented individual with a passion for CRM and the jewellery industry, we encourage you to apply for this exciting opportunity at Titan. Join our team and be a part of our journey to create unforgettable experiences for our customers.

Work Experience

• Skills:
• Strong understanding of contact centre operations, omni-channel retail strategies, dialler functionalities and digital technologies etc
• Proven experience in driving sales and customer engagement across online and offline channels
• Familiarity with e-commerce platforms, CRM tools, and data analytics tools
• Excellent project management, communication, and leadership skills
• Strong analytical mindset with the ability to derive actionable insights from data
• Experience: 10+ years of experience in tele- sales, customer experience, complaint management, contact centre operations, leading Training & Quality function.