Lead, Customer Relationship Management  

• Accountable for retention campaigns, from conceptualization to analysis. This includes idea generation, proposal preparation, overseeing the production process and overseeing execution.
• Sets revenue targets and then develop and execute a strategy to meet those.
• Establishes work objectives and implement strategies effective for realizing set goals.
• Directs and supervises the activities of customer relationship team to ensure they comply with acceptable standards.
• Collaborates with marketing and sales account managers to develop personalized approach to product sales and marketing
• Uses data to look for trends and problems, and analyzes communications, contracts, and negotiations.
• Achieves client relationship targets and KPIs as set by the Sr VP for Sales.
• Using a customer service system or database, the CRM Supervisor will help track and manage reports on pipeline, new opportunities, recent activities and lost sales.
• With the help of Capability Development team, the CRM Supervisor will help implement training programs to teach Relationship Managers how to recognize and effectively create strong customer-brand relationships.
• Organizes training, planned maintenance, and other services to help clients get better and more efficient use from products or services.
• Carry out client satisfaction surveys and reviews
• Monitors company performance against service level agreements and flagging potential issues.
• Carry out research to discover new techniques for customer relationship management
• Analyzes customer behavior using data mining tools in spreadsheet programs

• A bachelor’s degree in marketing, business, management or a related field is desired for this position.
• At least five (5) years of experience in Key Account management dealing with VIP and top enterprise accounts, direct marketing environment, including acquisition and retention marketing is required for this position.
• Experience leading and managing small/ mid-size team
• Excellent interpersonal and management skills
• High level communications and negotiation skills
• Problem-solving aptitude, analytical skills, and must be metrics-driven

Core Competencies

• Excellent communication and interpersonal skills
• Strong analytical skills coupled with project management and planning skills
• Customer Oriented mindset
• Teamwork and Leadership skills
• Strategic Thinking
• Innovation/Creativeness