CRM ( Customer Relationship Management ) Manager

PT Catur Mitra Sejati Sentosa ( Mitra10 ); Tangerang; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading retail company in Tangerang seeks a CRM Manager to oversee daily customer service operations, lead the team, and enhance the customer experience. The ideal candidate has 4-6 years of relevant experience, strong communication skills, and a good understanding of the retail industry.

Qualifications

• 4 - 6 years relevant experience in CRM.
• Good understanding of the retail industry.
• Experience with CRM practices.
• Ability to maintain professional relationships.
• Positive attitude focused on customer satisfaction.

Responsibilities

• Manage day-to-day customer service operations.
• Lead and coach team members.
• Coordinate with departments on order processing.
• Drive improvements in customer experience.

Skills

Customer relationship management

Communication skills

Team leadership

Operational performance analysis

Job description

CRM (Customer Relationship Management) Manager

Overall responsible and accountable for the day-to-day operation of the customer service function & Ensure compliance with procedures and processes.

Lead, coach and develop your team members by providing clear direction and guidance.

Liaise and co-ordinate with customer and relevant internal department on order processing to meet customer expectations for on‑time delivery in full.

Drive excellent operational performance and customer satisfaction results to meet (or exceed) agreed key targets!

To plan and manage change and development in order to improve performance.

Define standards of performance for entire Customer Services team and drive improvements to the customer experience.

To develop the business process (SOP) of service.

Analyze data management for CRM related.

Qualification

4 - 6 years relevant experience

Good understanding and knowledge of retail industry

Knowledge of customer relationship management (CRM) practices.

Very good communication skills.

Ability to build and maintain friendly, professional relationships with colleagues, clients and vendors.

Maintain a positive attitude focused on customer satisfaction.

Willing to be placed Head Office Mitra 10 Gading Serpong - Tangerang, Banten.