FCB Kinnect - CRM Head (8-10 yrs)

Job Description:

About the Role:

We are seeking a highly experienced and results-oriented CRM Head to lead and drive customer relationship management initiatives across the organization.

The ideal candidate will be a data-driven and customer-centric leader with a proven track record of success in developing and implementing effective CRM strategies.

This role requires a dynamic individual with strong leadership, analytical, and communication skills, and a deep understanding of customer behavior and market trends.

Key Responsibilities:

CRM Strategy & Roadmap:

- Develop and implement a comprehensive CRM strategy aligned with overall business objectives.

- Define key performance indicators (KPIs) and track progress towards achieving CRM goals.

- Oversee the selection, implementation, and maintenance of CRM systems and technologies.

- Continuously analyze customer data and market trends to identify opportunities for improvement.

Customer Lifecycle Management:

- Develop and execute customer lifecycle campaigns across multiple channels (email, SMS, social media, etc.

- Design and implement customer segmentation strategies to personalize customer experiences.

- Optimize customer onboarding and retention programs.

- Develop and implement customer loyalty programs.

Data Management & Analytics:

- Oversee the collection, management, and analysis of customer data.

- Leverage data insights to improve customer segmentation, targeting, and personalization.

- Develop and maintain customer data quality standards.

- Utilize data analytics to measure the effectiveness of CRM campaigns and make data-driven decisions.

Team Leadership & Management:

- Lead and mentor a high-performing team of CRM professionals.

- Hire, train, and develop talent within the CRM team.

- Foster a data-driven and customer-centric culture within the team.

- Cross-functional Collaboration: Collaborate with sales, marketing, customer service, and other departments to ensure alignment and maximize customer value.

- Build and maintain strong relationships with key stakeholders.

Qualifications:

- 8+ years of experience in CRM roles with a proven track record of success.

- Strong understanding of CRM principles, methodologies, and best practices.

- Experience with CRM platforms such as Salesforce, HubSpot, Marketo, or similar.

- Proven experience in developing and executing successful CRM campaigns.

- Strong analytical and data analysis skills, including experience with data mining and segmentation.

- Excellent communication, presentation, and interpersonal skills.

- Strong leadership, management, and mentorship skills.

- Ability to work independently and as part of a team.

- Experience with data visualization and reporting tools is a plus.

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