Senior Executive - CRM

• Scan and analyze the current and past database of queries, requests, and complaints

across platforms, synthesizing insights to understand customer concerns.

• Utilize CRM technology and relevant tools to gather, interpret, and manage data

points, ensuring effective execution of CRM activities for Malabar Gold &

Diamonds.

• Oversee the setup of CRM software in new stores, ensuring seamless integration and

functionality while coordinating with the technical team.

• Train store staff on CRM operations, emphasizing the benefits, processes, and

importance of generating in-store data to enhance customer engagement.

• Monitor CRM performance, analyzing metrics related to customer satisfaction,

retention, and loyalty, and report findings to senior management for strategy

refinement.

• Follow up on customer feedback, leveraging CRM insights to address concerns,

close feedback loops, and continuously improve the customer experience.