Associate Director - CRM

Job Overview:

- As the Associate Director of CRM, you will lead a high-performing team of 100+ CRM professionals to drive customer engagement, enhance customer relationship strategies, and optimize CRM processes.

- Your role will involve overseeing the automation of CRM processes, ensuring operational excellence, and leveraging data-driven insights to foster customer loyalty and business growth.

Key Responsibilities:

Team Leadership:

- Manage, mentor, and develop a large team of CRM specialists, analysts, and support staff.

- Foster a collaborative and high-performance culture within the CRM team.

- Set clear objectives, provide regular feedback, and support career development for team members.

CRM Strategy & Execution:

- Develop and implement CRM strategies that align with the company's goals and customer engagement objectives.

- Oversee the execution of CRM campaigns and initiatives, ensuring they meet business targets and deliver measurable results.

- Collaborate with cross-functional teams to integrate CRM efforts with marketing, sales, and customer service.

Process Automation:

- Lead the automation of CRM processes to improve efficiency, accuracy, and scalability.

- Evaluate and implement CRM tools and technologies to streamline operations and enhance functionality.

- Identify opportunities for process improvements and drive continuous optimization efforts.

Data Management & Analytics:

- Utilize CRM data and analytics to derive actionable insights and inform decision-making.

- Monitor and analyze key CRM metrics, such as customer acquisition, retention, and lifetime value.

- Develop and present regular reports on CRM performance and process improvements to senior management.

Customer Experience & Excellence:

- Champion a customer-centric approach, ensuring that CRM strategies enhance overall customer satisfaction.

- Implement best practices and industry standards for CRM excellence.

- Address and resolve escalated customer issues and feedback in collaboration with relevant teams.

Budget & Resource Management:

- Develop and manage the CRM department budget, ensuring cost-effective allocation of resources.

- Optimize resource utilization to support strategic objectives and operational needs.

Qualifications:

Education: Bachelor's degree in Business Administration, Marketing, Information Technology, or a related field. MBA or advanced degree is a plus.

Experience:

- Proven experience (8+ years) in CRM management, including a track record of managing large teams.

- Demonstrated success in CRM process automation and achieving process excellence.

- Strong background in CRM software (e.g., Salesforce, HubSpot) and data analytics tools.

Skills:

- Exceptional leadership and team management abilities.

- Strong analytical and problem-solving skills, with a data-driven approach.

- Excellent communication and interpersonal skills, capable of influencing and collaborating with senior stakeholders.

- Proficiency in CRM software and automation tools, with a solid understanding of best practices in CRM.

Personal Attributes:

- Strategic thinker with a passion for continuous improvement and innovation.

- Ability to thrive in a fast-paced, dynamic environment.

- High level of integrity and professionalism.

What We Offer:

- Competitive salary and benefits package.

- Opportunities for professional growth and development.

- A collaborative and innovative work environment.