Raniwala - Head - Customer Relationship Management (5-15 Yrs) Jaipur/Rajasthan (After-Sales/Customer Service)

Responsibilities :1. CRM Strategy and Planning :- Develop and implement a comprehensive CRM strategy aligned with overall business objectives.- Conduct market research and analysis to identify customer segments, preferences, and trends.- Define customer lifecycle stages and develop strategies for customer engagement at each stage.- Collaborate with marketing, sales, and customer service teams to align CRM initiatives with their goals.- Establish key performance indicators (KPIs) and metrics to measure CRM program effectiveness.2. Customer Data Management :- Oversee the collection, organization, and analysis of customer data from various sources.- Implement and maintain a robust customer database for accurate, up-to-date information.- Develop data segmentation strategies to personalize communication and marketing campaigns.- Ensure compliance with data privacy regulations and maintain data security protocols.3. Customer Engagement and Retention :- Develop and implement programs to build long-term customer relationships.- Design and execute loyalty programs, referral programs, and special promotions to increase retention.- Collaborate with sales teams to identify upselling and cross-selling opportunities.- Monitor customer satisfaction and address any issues or concerns.4. Customer Experience Enhancement :- Work with cross-functional teams to deliver exceptional customer experiences at various touchpoints.- Develop and implement customer service standards and protocols for consistent interactions.- Identify and implement technology solutions to streamline customer interactions.- Use customer feedback to continuously improve the overall customer experience.5. Team Leadership and Development :- Lead and manage a team of CRM professionals, providing guidance, coaching, and performance feedback.- Foster a culture of customer-centricity and continuous improvement.- Develop training programs and resources to enhance team skills and knowledge.- Stay updated with industry trends and best practices in CRM and customer experience management.Qualifications : - Degree in Marketing, Business Administration, or a related field. A relevant professional certification is a plus.- Proven work experience as a CRM Manager or in a similar role within the jewellery industry.- In-depth knowledge of customer relationship management strategies and tools.- Strong analytical skills with the ability to interpret data and generate insights.- Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders.- Strong leadership and team management skills, with the ability to motivate and inspire a CRM team.- Proficiency in using CRM software and systems.- Knowledge of data privacy regulations and compliance standards.- Familiarity with jewellery industry trends, customer preferences, and market dynamics. (ref:updazz.com)

Payroll Type : Permanent