NIBAV - Head - Customer Relationship Management

Head of Customer Relationship Management

Job Description:

As the International CRM Head, your primary responsibility will be to develop and execute effective strategies to enhance International Customer Relationships and drive customer satisfaction.

Key Responsibilities:

1. Assigned team targets, maintained & published team stack ranking on daily, weekly and monthly basis.

2. Responsible for managing daily operations and achieving client and operational targets.

3. To handle escalations and develop strategies to improve customer experience.

4. Manage day to day operations of the CRM department to create, implement and maintain high performance and adherence to policies, procedures and controls.

5. Responsible for leading and motivating the team, setting and reviewing KPIs and performance of the team.

6. Provide guidance, support, and mentorship to set clear objectives and monitor performance.

7. Monitor Feedback/ Reviews/ Testimonials from customers regarding product, website, social media & their Brand experience and share with Sales/Marketing Teams.

8. Set specific marketing strategies to retain customers.

9. Plan and deliver CRM strategies across the organization to retain and increase customer base and provide exceptional customer service experience.

10. Stay updated on industry trends, emerging technologies, and best practices in CRM.

Required Skills:

1. 10+ years in CRM management in an international or multi-market context.

2. Excellent analytical skills with the ability to interpret complex data and derive actionable insights.

3. Effective communication and interpersonal skills along with a customer-oriented attitude.

4. Knowledge of international markets, cultural nuances, and customer preferences is desirable.

5. Solid background in customer acquisition strategies

6. Good relationship management and networking skills

7. Good personality with the ability to understand client needs also execute the same.