Team Lead - Call Center at Andheri West with ORRA

Brief Summary

In this role, you will be responsible for implementing and managing our Customer engagement programmes , loyalty programme, addressing customer queries and escalations, as well as handling customer data for CRM-related activities. We are looking for someone with a Graduation or Diploma level education and a minimum of 4-6 years of experience in CRM.

Brief Job Description (just an indicative list and not limited to the following)

1. Design and implement effective database management structure of prospects, customers & third party data

2. Design & Manage loyalty programmes to enhance customer retention and engagement.

3. Collaborate with cross-functional teams to ensure seamless execution of lcustomer engagement & loyalty initiatives.

4. Serve as the primary point of contact for customers' inquiries, concerns, and escalations related to CRM and loyalty programs.

5. Provide timely and effective resolutions to customer issues, ensuring customer satisfaction and loyalty.

6. Collect and collate third party data, prospects & customer data to build comprehensive customer profiles.

7. Utilize customer data for CRM activities, such as personalized communications, targeted marketing campaigns, and special occasion recognition (e.g., anniversaries, birthdays).

8. Continuously monitor CRM processes and identify areas for improvement.

9. Implement best practices to enhance CRM operations and efficiency.

10. Collaborate with IT teams to leverage technology solutions and automate CRM processes where applicable.

11. Use of CRM software for insights and reports

12. Manage the Contact centre

Desired Skills

1. Graduation or Diploma level education in a relevant field.

2. Minimum 4-6 years of experience in CRM, preferably in the retail industry.

3. Strong understanding of loyalty programs, customer relationship management, and customer data management.

4. Proven experience in addressing customer queries and resolving escalations with a customer-focused approach.

5. Ability to develop and implement strategies to enhance customer satisfaction and loyalty.

6. Proficiency in data analysis and interpretation to drive insights and make data-driven decisions.

7. Strong problem-solving skills with the ability to identify root causes and implement effective solutions.

8. Experience in monitoring and optimizing CRM processes to enhance operational efficiency.

Thanks & Regards,

Ankita Ghadigaonkar
Assistant Manager Human Resources
M: 88283 00920
E: ankita.ghadigaonkar@orra.co.in
A: HOUSE OF ORRA, Plot B26, off New Link Road, Andheri (W), Mumbai 400053