Head - Customer Relations

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.