Senior Manager- CRM(Customer Delight)

Role & responsibilities

1. CRM Strategy and Customer Relationship Management

• Develop and implement CRM strategies to improve customer satisfaction, engagement, retention, and loyalty.
• Establish customer relationship management processes, policies, and service standards.
• Manage the complete customer lifecycle, from onboarding and engagement to retention and relationship building.
• Develop customer segmentation strategies and personalized engagement initiatives.
• Ensure consistent and effective customer communication across multiple channels.

2. Customer Delight and Experience Management

• Drive customer delight initiatives to exceed customer expectations and improve the overall customer experience.
• Identify customer pain points and implement corrective and preventive actions.
• Monitor customer satisfaction metrics, including CSAT, NPS, and Customer Effort Score (CES), as applicable.
• Develop proactive customer engagement programs to strengthen long-term relationships.
• Handle customer escalations and ensure timely, effective, and satisfactory resolution.
• Build customer loyalty programs and initiatives to improve repeat engagement and advocacy.

3. Team Leadership and Performance Management

• Lead, mentor, and develop the CRM and customer experience team.
• Define team objectives, KPIs, productivity targets, and performance benchmarks.
• Conduct regular performance reviews, coaching sessions, and capability-building programs.
• Establish accountability for customer query resolution, response times, and service quality.
• Foster a customer-first culture across the team.

4. Customer Feedback and Insights

• Collect and analyze customer feedback, complaints, reviews, and survey responses.
• Identify recurring customer issues and recommend process improvements.
• Prepare periodic reports on customer satisfaction, retention, complaints, and engagement.
• Translate customer insights into actionable business strategies.
• Work with relevant teams to address root causes and prevent recurring issues.

5. CRM Systems and Data Management

• Manage and optimize CRM platforms, customer databases, and engagement tools.
• Ensure accurate customer data, effective data segmentation, and proper documentation of customer interactions.
• Leverage CRM analytics and dashboards to track customer behavior, engagement, and retention trends.
• Drive automation of customer communication, follow-ups, service workflows, and feedback collection.
• Ensure customer data privacy, confidentiality, and compliance with applicable policies.

6. Cross-Functional Coordination

• Collaborate with Sales, Marketing, Operations, Customer Support, and other relevant departments to improve customer experience.
• Coordinate with internal stakeholders to resolve customer concerns and service gaps.
• Ensure seamless communication and consistent service delivery across customer touchpoints.
• Work with business teams to develop customer engagement campaigns and retention initiatives.
• Drive continuous improvement projects based on customer feedback and business requirements.

7. Reporting and Business Performance

• Track and report key CRM performance indicators, including:
  
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Customer Retention and Churn Rate
• Customer Complaint Resolution Time
• First Contact Resolution (FCR)
• Customer Engagement and Repeat Interaction
• Prepare monthly and quarterly management reports with insights and recommendations.
• Monitor CRM program effectiveness and identify opportunities to improve operational efficiency.
• Manage CRM budgets, resources, and vendor relationships, where applicable.

Required Qualifications and Experience

• Bachelor's degree in Business Administration, Marketing, Management, or a related field.
• MBA or a relevant postgraduate qualification preferred.
• 8 to 15 years of experience in CRM, Customer Experience, Customer Delight, Customer Success, or Customer Relationship Management.
• Prior experience in managing CRM teams and customer engagement initiatives.
• Hands-on experience with CRM platforms such as Salesforce,
• Strong analytical, communication, stakeholder management, and problem-solving skills.
• Demonstrated ability to improve customer satisfaction, retention, and service quality.