Head CRM

Role & responsibilities

• Develop and execute customer relations strategies, policies, and procedures to ensure exceptional customer experiences throughout the customer journey.
• Lead and manage a team of customer relations professionals, providing guidance, coaching, and support to achieve departmental goals.
• Collaborate with cross-functional teams, including Sales, Marketing, and O&M, to align customer relations efforts with overall business objectives.
• Establish and maintain a customer-centric culture within the organization, promoting a customer first mindset across all departments.
• Develop and implement customer feedback mechanisms to gather insights, assess satisfaction levels, and identify areas for improvement.
• Analyze customer data and feedback to generate actionable insights and recommendations for enhancing customer experiences.
• Implement effective customer segmentation strategies and develop personalized communication plans to engage customers and drive loyalty.
• Oversee the resolution of customer issues and complaints, ensuring timely and satisfactory resolution to maintain customer satisfaction.
• Monitor customer satisfaction metrics and KPIs, regularly reporting on performance and making recommendations for improvement.
• Stay updated on industry trends and best practices in customer relations management, proactively identifying opportunities for innovation and continuous improvement.
• Foster strong relationships with key customers, conducting regular business reviews and seeking opportunities for upselling or cross-selling.

Preferred candidate profile

• Bachelors / Masters degree in Business Administration in Mass Communication, Public Relations or a related field.
• 12-15 years of experience in customer relations management, with a proven track record of delivering exceptional customer experiences.
• Strong leadership skills, with the ability to motivate and inspire a team to achieve departmental goals and deliver outstanding results.
• In-depth knowledge of customer relations best practices, methodologies, and technologies, with experience in implementing customer-centric strategies.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders at all levels.
• Analytical mindset with the ability to leverage data and insights to drive decision-making and customer-focused initiatives.
• Proficiency in customer relationship management (CRM) systems and other relevant software tools.
• Strong problem-solving and conflict-resolution skills, with the ability to handle complex customer issues and complaints effectively.
• Proven ability to manage multiple tasks and priorities in a fast-paced, deadline-driven environment.
• Customer-centric mindset with a passion for delivering exceptional customer experiences.
• Is required to travel for at least 7 days per month, to meet customers and obtain their feedback.

Perks and benefits

• Medical Insurances.
• Paid Leaves.