CRM Head (jewellery industry)

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Job Title: CRM Head

Location: Plot No 1, Hawa Sadak Rd, Hawa Sadak, Geejgarh Vihar Colony, Bais Godam,Jaipur

Experience : 5 + Years (Team Management )

Reports To: General Manager

Responsibilities:-

1. CRM Strategy and Planning
 Develop and implement a comprehensive CRM strategy aligned with overall business objectives.
 Conduct market research and analysis to identify customer segments, preferences, and trends.
 Define customer lifecycle stages and develop strategies for customer engagement at each stage.
 Collaborate with marketing, sales, and customer service teams to align CRM initiatives with their goals.
 Establish key performance indicators (KPIs) and metrics to measure CRM program effectiveness.

2. Customer Data Management
 Oversee the collection, organization, and analysis of customer data from various sources.
 Implement and maintain a robust customer database for accurate, up-to-date information.
 Develop data segmentation strategies to personalize communication and marketing campaigns.
 Ensure compliance with data privacy regulations and maintain data security protocols.

3. Customer Engagement and Retention
 Develop and implement programs to build long-term customer relationships.
 Design and execute loyalty programs, referral programs, and special promotions to increase retention.
 Collaborate with sales teams to identify upselling and cross-selling opportunities.
 Monitor customer satisfaction and address any issues or concerns.

4. Customer Experience Enhancement
 Work with cross-functional teams to deliver exceptional customer experiences at various touchpoints.
 Develop and implement customer service standards and protocols for consistent interactions.
 Identify and implement technology solutions to streamline customer interactions.
 Use customer feedback to continuously improve the overall customer experience.

5. Team Leadership and Development
 Lead and manage a team of CRM professionals, providing guidance, coaching, and performance feedback.
 Foster a culture of customer-centricity and continuous improvement.
 Develop training programs and resources to enhance team skills and knowledge.

Stay updated with industry trends and best practices in CRM and customer experience management.

Qualifications: -

- Degree in Marketing, Business Administration, or a related field. A relevant professional certification is a plus.

- Proven work experience as a CRM Manager or in a similar role within the jewellery industry.

- In-depth knowledge of customer relationship management strategies and tools.

- Strong analytical skills with the ability to interpret data and generate insights.

- Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders.

- Strong leadership and team management skills, with the ability to motivate and inspire a CRM team.

- Proficiency in using CRM software and systems.

- Knowledge of data privacy regulations and compliance standards.

- Familiarity with jewellery industry trends, customer preferences, and market dynamics.

Job Type: Full-time

Experience:
 total work: 1 year (Preferred)

Work Location: In person,