Crm & Customer Operations Manager
Year Gurgaon, Haryana, India
Job Description
CRM & Customer Operations analyses data to design the strategy and to manage personalized relationships with customers and prospects. It builds thorough databases, analyses customers, and defines micro-segments to treat them in a personalized way with one2one communications. Objective of the Role
- CRM Strategy defines a customer centric strategy to influence consumer behaviors. Boosts and improves CRM strategy through an effective lifecycle management, to be relevant and successful in the personalized contact management and to maximize the CRM campaigns effectiveness through call center and stores.
- Produces, analyses, and uses data to discover market and business trends for Amplifon, to increase profits and efficiency. It analyses complex data sets, tracks and to measure insights, building critical reporting, and drawing key insights.
- Manages Loyalty & Partnership mechanisms through different programs, defining the proper objectives, targets, and business cases.
- Produce reporting and state-of-the-art analytics to support customer segmentation & positioning decisions and boosting the CRM results and campaigns.
Skill Set
- Knowledge of customer retention strategies and lifecycle management
- Exceptional verbal and written communication skills.
- Analytical and data-driven
- Technical system integration, CRM software.
- Ability to work in a team collaboratively.
- Ability to work in a fast-paced environment while managing multiple tasks.
Responsibilities
- Develops processes for each step of the customer lifecycle. Their responsibilities are to build relationships with clients and seek feedback to improve the overall client experience.
- Collecting, segmenting, segregating and analyzing data using In- house CRM system.
- Analyzing consumer behavior, creating, and analyzing trends to deliver effective engagement with clients.
- Making amendments to current CRM system with support of IT function to make it more efficient.
- Innovate new ways or channel to communicate with customers and improve conversions at various level of customer journey.
- Overseeing the interactions between customers and key team members, such as Customer Service Representatives at store or call center.
- Creating modules and imparting monthly, quarterly training sessions to call center and clinic teams on effective customer service skills.
- Developing marketing campaigns and executing retention campaigns for Users and Prospects. Very Special offer designing, execution, and Reporting.
- Collaborating with Sales, Call center, retail excellence, customer service and operations teams to improve the customer experience.
Preference
- Master's Degree in marketing or business management.
- Minimum 4 to 5 years of experience in CRM.
Every day we strive for innovation, excellence and forward-thinking, by encouraging our people to be themselves, to inspire each other and to share ideas.
If you want to build your tailor-made career, challenge yourself every day and take the opportunity to have an impact on millions of people's lives, then apply today!
Amplifon is an equal opportunity employer committed to providing a diverse and equitable workforce environment. We believe that through valuing our uniqueness and respecting our differences, we can achieve more and that diversity adds to our culture.
We encourage applications from all genders, corners of the world and individual backgrounds.
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Job Detail
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Job IdJD3076238
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationGurgaon, Haryana, India
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EducationNot mentioned
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ExperienceYear