CRM Head  

The Head of Customer Relationship Management (CRM) is mainly responsible for managing the Customer Relationship Management programs to drive business results. He/She must ensure that revenue opportunities through customer satisfaction, retention, and loyalty are identified and maximized. He/She is also responsible for ensuring standards of exceptional customer service are maintained and implemented throughout the organization on various customer touchpoints.

S/he will:

• Champion customer service and customer relationship management in the organization.
• Deliver strategic business value for the company and our clients from a detailed understanding of the intricacies of CRM database management
• Collaborate and work closely with all departments to ensure that correct and timely implementation of CRM strategies.
• Work closely with the Campaigns Management Team to establish and achieve critical goals and KPIs of the projects.
• Collaborate with the support team and other internal stakeholders to help resolve customers’ issues.
• Will manage a team of CRM administrators and data analysts.
• Create and manage a team of online Customer Sales Representatives to aid in the management of the customer experience.

• Bachelor's degree holder of any related course
• At least 3 years of relevant experience in Account Management and Customer Service

• Intermediate to advance working knowledge of MS Excel

• Must have a strong commercial outlook and ability to manage project delivery
• Familiarity with CRM software systems/platforms is a plus; as well as excellent understanding of CRM principles in a business-to-business (B2B) and business-to-consumer (B2C) environment
• Mastery of customer service excellence principles
• Detailed oriented and analytical, with strong organizational skills and the ability to multi-task and prioritize in a fast-paced dynamic work environment
• Confident and proactive team player