Malabar Gold and Diamonds - Manager - CRM (8-10 yrs)

- 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.