Head - CRM

Qualifications:

Customer Relationship Management Experience:

- Over 10 years of experience.

- Proven track record in business analysis, requirement gathering, and dashboard design.

Project/Program Management Expertise:

- Experience managing cross-functional programs.

- Involvement in product strategy, customer insights, and digital strategy.

Technology Adoption:

- Experience in adopting or implementing technology solutions like chatbots for customer responses or automated telecalling systems.

Team Leadership:

- Experience leading a team of at least 80 people.

Skills:

Leadership and Communication:

- Strong ability to lead teams and communicate effectively.

Analytical Abilities:

- Skilled in analyzing complex data and deriving actionable insights.

Expectation Management:

- Capable of managing expectations and driving conclusions in complex stakeholder environments.

Empathy and Results-Driven:

- A team player who is both empathetic and focused on achieving results.

Customer Support Channels:

- Experience in Telecalling, chat support, and email support.

Technology Adoption:

- Implemented technology solutions for customer support (e.g., chatbots, automated response systems).

Large Team Management:

- Led a substantial team, ideally of at least 80 members.

- This profile aligns well with a senior role in customer relationship management, where strategic oversight, technology integration, and large-scale team management are crucial.