CRM Head

JD:

• The Head of CRM is responsible for managing and driving growth of the company by ensuring all revenue opportunities are maximized.
• Working closely with the sales and marketing to provide guidance on how to maximize current and prospective relationships with the clients.
• Planning, managing and delivering multi-channel, CRM marketing campaigns.
• Working with external agencies and suppliers to ensure the successful delivery of the CRM plan.
• Ensure return on investment through KPI's and performance metrics.
• To successfully manage customer relations by being a liaison between the company and the customer.
• Supervises customer service representatives.
• Ensures that customers receive the quickest service possible.
• Assists representatives in handling disappointed customers
• Determines a course of action to resolve customer problems
• Interacts with customers using phone, fax, email, the company website and in person.
• Provides assistance to representatives during extremely busy times
• Ensures that customer service representatives follow all company policies and procedures when dealing with customers.
• Takes customer complaints to upper management when necessary.
• Interacts with banks
• Generates reports for upper management.
• Helps create, update and maintain call script for representatives.
• Maintains database of customers for follow up.
• Ensures a seamless process flow from the customers initial order to the delivery of products and services.
• Reviews customer evaluations in regard to service representatives’ work and looks for areas that need improvement.
• Meets deadlines.
• Determines a course of action to resolve customer problems.
• Convey progress report of site to client and accordingly send demand letter and do the collection.
• Collects customer payments.
• Handle all escalations.
• Set monthly, weekly and daily targets for the team and follow strict deadlines.
• Taking follow-up regarding pending payment.
• Ensures a seamless process flow from the customer’s initial order to the delivery of products and services.
• Ensure the agreements are completed within time frame.