CRM & ORM Lead - Senior Manager

Role & responsibilities

Own CRM and ORM strategy across all customer and online touchpoints

Drive CSAT outcomes and conversion percentage primary KPIs for this role

Oversee tool stack — MS Dynamics (CRM), Locobuzz (ORM), and Call

Centre operations

Present CRM and ORM performance metrics to Head of Branding and management

Set SLA frameworks for response turnaround — online and offline Manage and develop AM-CRM and AM-ORM — set KPIs and review

performance

Coordinate with Digital Manager on ORM protocol and social listening integration

Identify patterns in customer complaints and feedback; loop insights into marketing and product teams