Lenskart - CRM Lead

- As the CRM Lead you will be responsible for overseeing the development, implementation, and ongoing management of the company's Customer Relationship Management (CRM) system. In this role you will focus on optimizing CRM processes, managing customer data, and driving customer engagement strategies to improve acquisition, retention, and satisfaction.

- You will work closely with sales, marketing, customer support, and IT teams to ensure the CRM system is effectively utilized and aligned with the company's business objectives.

Job responsibilities :

1.CRM Strategy Development and Implementation:

- Design, develop, and implement the company's CRM strategy to align with business- goals.

- Lead the adoption of CRM tools and best practices across departments.

- Collaborate with stakeholders to define CRM workflows, automation processes, and customer segmentation.

2.Customer Data Management:

- Ensure accurate and effective management of customer data across all touchpoints.

- Drive data collection, enrichment, and analysis to improve customer insights.

- Ensure compliance with data protection regulations (e.g., GDPR, CCPA).

3.CRM Optimization:

- Continuously assess CRM processes and tools, identifying areas for improvement and optimization.

- Develop and execute CRM campaigns, including email marketing, SMS, loyalty programs, and customer journeys.

- Utilize CRM data to develop personalized communication strategies.

4.Performance Monitoring & Reporting:

- Track CRM metrics, such as customer acquisition, retention, conversion rates, and lifetime value (LTV).

- Generate regular reports on CRM performance and provide insights to management.

- Set up KPIs and benchmarks for CRM campaigns and processes.

5.Team Leadership and Collaboration:

- Lead and mentor a team of CRM specialists, if applicable.

- Coordinate with sales, marketing, and customer support teams to align CRM efforts with business objectives.

- Ensure smooth communication and collaboration across departments to enhance customer experiences.

6.Technology & Vendor Management:

- Manage CRM tools (Salesforce, HubSpot, Microsoft Dynamics, etc.) and ensure their integration with other business systems.

- Collaborate with IT and third-party vendors to customize and troubleshoot the CRM platform.

- Evaluate and recommend new CRM technologies and solutions as needed.

7.Customer Experience Enhancement:

- Develop initiatives to enhance customer experience through personalized interactions and improved engagement.

- Implement loyalty programs and customer feedback loops to improve retention.

- Drive strategies for omnichannel customer experience management.

Minimum Qualifications :

- Degree in Marketing, Business Administration, Information Technology, or a related field. A Master's degree or CRM-specific certifications (e.g., Salesforce Administrator, HubSpot CRM certification) is a plus.

- 5+ years of experience in CRM management, marketing automation, or customer engagement strategies, with at least 2 years in a leadership role.

- Proficiency with leading CRM platforms (Salesforce, HubSpot, Microsoft Dynamics, etc.).

- Strong ability to interpret customer data, identify trends, and make data-driven decisions.

- Proven experience in managing teams and leading cross-functional projects

- Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels.

- Strong project management and organizational skills, with the ability to juggle multiple projects simultaneously.

- Familiarity with marketing automation tools, data analytics, SQL, and CRM integration processes.

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