Sr. Executive CRM

Job Summary

We are seeking a highly motivated and experienced senior CRM executive to join our team at the City Center Mall office in Siliguri. The ideal candidate will have 3 to 8 years of experience in CRM, preferably in the real estate or retail sector. The role involves managing customer relationships, ensuring customer satisfaction, and driving customer retention strategies to support the organization's growth objectives.

Key Responsibilities

1.Customer Relationship Management:

• Build and maintain strong relationships with customers, ensuring high levels of satisfaction.
• Address customer queries, concerns, and complaints promptly and effectively.
• Act as customers' primary point of contact throughout their journey with the organization.

1. CRM Strategy Implementation:
   
• Implement and monitor CRM strategies to enhance customer engagement and retention.
• Analyze customer feedback and data to identify areas for improvement.
• Collaborate with sales and marketing teams to align CRM activities with business goals.
2. Customer Data Management:
   
• Maintain accurate and up-to-date customer records in the CRM system.
• Generate reports and insights from CRM data to support decision-making.
• Ensure data privacy and compliance with relevant regulations.
3. Customer Retention and Loyalty Programs:
   
• Develop and execute customer retention programs to enhance loyalty.
• Identify opportunities for upselling and cross-selling to existing customers.
• Monitor customer churn and implement strategies to reduce it.
4. Coordination and Collaboration:
   
• Work closely with internal teams (sales, marketing, operations) to ensure seamless customer experiences.
• Coordinate with the IT team to ensure the CRM system is functioning optimally.
• Provide training and support to team members on CRM best practices.
5. Reporting and Analysis:
   
• Prepare regular reports on CRM activities, customer feedback, and performance metrics.
• Analyze trends and provide actionable insights to improve customer satisfaction and business outcomes.

Qualifications and Skills

• Education: Bachelors degree in Business Administration, Marketing, or a related field.
• Experience: 4 to 8 years of experience in CRM, preferably in real estate, retail, or a related industry.
• Technical Skills: Proficiency in CRM software (e.g., Salesforce, Zoho CRM, or similar tools).
• Communication Skills: Excellent verbal and written communication skills.
• Problem-Solving: Strong analytical and problem-solving abilities.
• Customer-Centric Approach: A passion for delivering exceptional customer service.
• Team Player: Ability to work collaboratively in a team environment.
• Organizational Skills: Strong time management and multitasking abilities.

Key Competencies

• Customer-focused mindset
• Data-driven decision-making
• Strong interpersonal skills
• Attention to detail
• Ability to work under pressure