Customer Relationship Manager

Role & responsibilities

Roles & Responsibilities:

1. Build Customer Relationships: Proactively engage with customers to develop long-term relationships.

2. Handle Customer Issues: Address customer inquiries, feedback, and complaints to maintain a positive brand reputation.

3. Coordinate with Teams: Collaborate with teams (SEO, Logistics, SMM, Operations, etc.) to improve customer experience and identify areas for improvement.

4. Monitor Competitors Strategies: Gather information on competitors and use this insight to improve business operations.

5. Data Collection, Management & Analysis: Collect and organize customer data to analyze trends and improve engagement strategies.

6. Developing a Marketing Automation System: Design and implement systems for marketing automation to streamline customer interactions.

7. Customer Segmentation & Targeting: Develop and implement customer segmentation strategies to personalize communications and marketing efforts.

8. Customer Retention Strategies: Create and manage retention programs to increase customer lifetime value, such as loyalty programs and re-engagement campaigns.

9. Reporting & Analytics: Track and report on customer interactions, engagement metrics, and the performance of CRM activities to inform future strategies.

10. Customer Feedback Systems: Implement tools to collect and analyze customer feedback (e.g. reviews) to drive improvements in service and product offerings.

11. Crisis Management: Effectively handle customer complaints and issues, especially during high-pressure situations, to maintain customer satisfaction.

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Skills Needed:

1. Exceptional English Communication (CHAT PROCESS): Strong verbal and written communication skills for customer support via chat, email, and social media.

2. Problem-Solving Skills/Conflict Resolution: Ability to resolve customer issues efficiently and diplomatically.

3. Data Management: Proficiency in organizing, cleaning, and analyzing customer data to make informed decisions.

4. Multitasking: Manage multiple customer inquiries, tasks, and communications across various platforms simultaneously.

5. Customer-Centric Mindset: Ability to prioritize customer needs and provide exceptional service.

6. Attention to Detail: Accuracy in managing customer data, communication, and CRM tasks.

7. Marketing Automation: Ability to create and manage automated workflows to streamline email campaigns, customer follow-ups, and promotions.

8. CRM Software Proficiency: Knowledge of CRM tools (e.g., HubSpot, Salesforce, Zoho) to build & track customer interactions and improve CRM processes.

9. Sales Collaboration: Collaborate with the sales team to share customer insights and improve sales conversion strategies.

10. Knowledge of Customer Journey Mapping: Understand and optimize the customer journey, from awareness to post-purchase, ensuring a seamless experience.

11. Brand Consistency: Maintain consistent messaging and tone across all customer touchpoints (emails, social media, live chats, etc.).

12. Time Management: Prioritize tasks effectively and manage time to ensure timely responses and completion of CRM tasks.

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Platforms to Work On:

1. Instagram: Engage customers, respond to inquiries, and manage direct messages through Instagram.

2. Emails: Manage email communication, create targeted email campaigns, and respond to customer inquiries.

3. WhatsApp: Communicate with customers via WhatsApp to provide support and engage in personalized conversations.

4. Shopify: Use Shopify to manage customer data, analyze sales, and improve the customer shopping experience.

5. PayPal: Monitor and manage customer transactions and inquiries related to payments through PayPal.

Preferred candidate profile

Perks and benefits