Head Crm

Role & responsibilities

1. Oversee the customer lifecycle journey from acquisition to retention, ensuring that all customer touchpoints are optimized
2. Utilize CRM data to generate actionable insights and reports that drive business decisions.
3. Work closely with marketing, sales, customer support, and product teams to ensure alignment and consistency in customer communications and interactions.
4. Develop customer segmentation strategies based on behavioral, demographic, and transactional data to ensure that communications are relevant and tailored to individual customer needs
5. Develop and implement strategies to engage customers at every stage of their journey with the company
6. Design and execute delight activities such as surprise gifts, personalized experiences, or special offers to strengthen customer loyalty.
7. Use predictive analytics tools to track trends and behaviors that contribute to customer attrition and develop retention strategies aimed at reducing churn, including personalized outreach, special offers, or incentives.
8. Design and manage customer loyalty programs that incentivize repeat purchases and long-term engagement.
9. Monitor customer interactions and identify key opportunities to introduce higher-tier products or services.
10. Create and manage referral programs to encourage customers to share their positive experiences and refer new clients.

Preferred candidate profile

1. Proven experience in customer engagement, retention, and relationship management.
2. Strong understanding of churn analysis, customer satisfaction metrics, and loyalty program design.
3. Data-driven with the ability to analyze customer data and extract actionable insights.
4. Excellent written and verbal communication skills.
5. Experience in up-selling, cross-selling, and running successful referral programs.
6. Candidates preferred specifically from real estate, construction, hospitality, aviation & hotel industry.

Perks and benefits

1. Group Health Insurance
2. Incentivized salary structure
3. Mobile Allowance
4. Travel Allowance