Nibav Lifts - Head - Customer Relations (15-25 yrs)

What You'll Do?

Define Global CRM Strategy: Lead and implement a comprehensive global CRM strategy aligned with NIBAV's organizational goals, enhancing customer lifecycle management across markets.

Drive Customer Retention & Loyalty: Develop strategies to improve customer retention and ensure a seamless and exceptional customer experience across all regions.

Enhance Net Promoter Score (NPS): Oversee the collection and analysis of customer feedback to improve NPS and address pain points effectively.

Manage Escalations: Establish and manage frameworks for resolving escalations efficiently, ensuring high service quality standards are met.

Monitor Performance Metrics: Drive performance improvements in key metrics such as Google Reviews and customer testimonials, ensuring targets are consistently met or exceeded.

Lead Customer Referral Programs: Design and implement initiatives to drive customer referrals through engagement programs and targeted campaigns.

Collaborate with Cross-Functional Teams: Work closely with finance and sales teams to achieve post-order payment collection targets and ensure efficient financial operations.

Implement CRM Tools & Initiatives: Spearhead the implementation of new CRM tools and technologies that improve efficiency, scalability, and overall customer satisfaction.

Quality Assurance: Define and maintain high-quality standards within CRM processes, ensuring regular reviews and corrective actions are in place.

Mentor & Develop Teams: Lead and mentor CRM managers across regions, developing future leaders and creating clear career progression pathways.

Employee Engagement: Foster a thriving work environment through employee engagement initiatives, ensuring high retention and motivation levels.

Lead Global Change Management: Drive global projects and lead change management initiatives to ensure smooth transitions and adoption across teams.

Report to Senior Management: Present regular performance reports to senior management, offering actionable insights and recommendations to guide decision-making and strategy.

What You'll Bring?

- 15+ years of experience in CRM, customer experience, leading global CRM operations

- Proven track record in developing and executing global CRM strategies, customer retention, and loyalty programs.

- Experience leading and mentoring high-performing teams across multiple regions and cultural settings, with a focus on achieving global objectives.

- Expertise in managing and resolving global customer escalations, ensuring satisfaction and loyalty.

- Strong understanding of global data analytics, with the ability to derive actionable insights to enhance customer engagement and business outcomes.

- Experience in driving large-scale transformation initiatives and change management processes.

- In-depth knowledge of international laws and regulations related to customer data management, contracts, and business operations.

What Sets You Apart?

- Deep understanding of global customer behavior, cultural nuances, and regulatory environments.

- A relentless focus on creating exceptional customer experiences that build long-term loyalty.

- A visionary leader who can inspire and mentor cross-functional, multicultural teams toward success.

- Capability to drive continuous improvement and introduce transformative initiatives that scale globally.

- Strong focus on achieving measurable outcomes and meeting organizational objectives.

- Resilience and flexibility in leading dynamic global teams in fast-paced and evolving environments.

Join Us on Our Global Mission!

If you are an experienced CRM leader with a passion for driving customer-centric strategies on a global scale, we want to hear from you! Lead NIBAV's global CRM efforts and be part of a fast-growing, innovative company shaping the future of the home elevator industry.