Head - CRM For E-Commerce / D2C @ Corporate office Ludhiana

Job Summary:

The Customer Relationship Manager (CRM) will be responsible for managing and nurturing relationships with our customers and lead a team of 6-7 members. This role requires excellent communication skills, a customer-centric mind-set, and a strategic approach to relationship management.

Key Responsibilities:

• Develop and maintain strong relationships with key customers directly to benefit loyalty and satisfaction.
• Monitor customer interactions and maintain accurate records in CRM software.
• Serve as the primary point of contact for customer inquiries, complaints, and feedback, ensuring timely resolution.
• Candidate should have experience with D2C brands or should have worked in E-Commerce domain.
• Analyze customer data to identify trends, preferences, and opportunities for growth.
• Collaborate with sales, marketing, and support teams to ensure a seamless customer experience.
• Create and implement customer retention strategies aimed at enhancing engagement and reducing churn.
• Prepare and present reports on customer feedback, account status, and relationship health to senior management.
• Stay informed about industry trends and best practices to enhance customer relationship management.

Qualifications:

• Bachelors degree in Marketing, or a related field.
• Proven experience as a Customer Relationship Manager or similar role with D2C brands or E-Commerce domain (preferably).
• Strong understanding of customer relationship management principles.
• Excellent communication and interpersonal skills.
• Proficiency in CRM software.
• Strong analytical and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• A customer-oriented attitude with a passion for providing exceptional service.