CRM Head - FMCG/Internet/Online

CRM Head

Inside Sales:

- Leads and Meeting Generation.

- Analyze statistics and compile accurate reports

- Plan Pre sales strategies in response to market and competitors' behavior's

- Contacting potential or existing customers to inform them about a product or service using scripts.

- Assisting in the development of effective sales strategies

- Recruiting and training Tele sales Representatives

- The goal is to help the company grow by bringing in customers and developing business

- Preparing and setting monthly and weekly sales targets

- Preparing and presenting detailed and accurate sales reports

- Maintaining an updated record of all important customer information in the database

- Assisting in developing sales scripts

- Recording sales calls and meetings details for future reference

- Keeping a track of KPIs

- Excellent communication, presentation, and negotiation skills

- Good time management and organizational skills

- Strong leadership skills

- Implementing and monitoring the performance of sales strategies

Customer Experience:

- Own NPS and CSAT and share the trend analysis report to the functional heads and core team.

- Maintain and strengthen relationships with the customers .

- Make strategies to respond to the customer's queries

- Follow and practice the latest market trends that will lead to the development of CRM systems.

- Partnering with different stakeholders to keep them informed about upcoming data management initiatives .

- Respond to customer comments and queries as needed Guide and mentor, the team in devising and conducting proactive engagements with contractors and existing customers.

- Create case to case analysis on the order delivery methodologies, looping into customer grievances and come up with solutions that create positive approaches in the process thereby delighting customer satisfaction

- Maintain stakeholder relationships with all internal teams, collaborate effectively with substantial increase.

- Tracking feedback with appropriate analysis.

- Create and Review relevant SOPs and SLAs for all customer interfacing processes.

- Creating Training modules - Lead management, Client Management and Client acquisition.

- Sales and onboarding customers

- Work closely with the Marketing team to ensure we have the right offers at the right time for generating Repeat Business .

- CRM Tools-ZOHO desk, Cloud Telephony Exotel

- Computer Skills (MS office Tools) - MIS formatting & Metric Defining