Responsibilities & Key Deliverables

"The role focuses on managing CRM implementation and optimizing the customer loyalty journey. The individual will lead projects, develop processes, enforce best practices, and ensure successful execution to enhance engagement."

1.    Strategize and execute CRM campaigns to acquire new customers, drive upsell/cross-sell opportunities and strengthen loyalty and retention efforts
2.    Leverage AI-driven technologies to innovate and optimize the customer journey, including personalized experiences, predictive analytics, and automated engagement strategies to enhance customer satisfaction and loyalty. 
3.    Define, track, and analyse CRM KPIs with comprehensive weekly and monthly reporting to support data-driven decision-making.
4.    Optimize CRM budgets and costs while ensuring seamless coordination with agency partners for efficient campaign execution
5.    Oversee call centre performance, ensuring adherence to key SLAs and KPIs to deliver exceptional customer service.
6.    Establish a robust review framework and checklist for all CRM activities, including campaigns, loyalty programs, and call centre operations
7.    Analyse customer data to identify patterns and insights; and leverage this information to enhance customer relationship management strategies.
8.    Identify opportunities for improving the customer experience and provide feedback to relevant teams and departments.
9.    Develop and manage automated customer journeys to enhance user experience and engagement

Preferred Industries

Education Qualification

Graduate/Post Graduate Dip in Mgmt; MBA in Marketing; Post Graduate Dip in Mgmt in Marketing; MBA

General Experience