Lead CRM-Agra

Oswaal Books; Agra District; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

Oswaal Books invites an experienced Lead CRM to lead customer relationship management efforts and drive loyalty in Agra. You will manage customer accounts, engage with clients, and collaborate with internal teams to resolve issues and optimize satisfaction.

The ideal candidate has 7–15 years in CRM, a Master's in Business or Marketing, and proven leadership skills to mentor a team while delivering metrics-driven improvements in retention and engagement.

Qualifications

• Master's degree in Business, Marketing, or related field.
• 8–15 years CRM experience with at least 6 years in team handling.
• Proven track record in managing and retaining customer accounts.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with customers and internal teams.
• Strong problem-solving skills with the ability to address customer issues and find satisfactory solutions.
• Empathetic and customer-focused approach in understanding and addressing customer needs.
• Proficiency in using Customer Relationship Management (CRM) software.

Responsibilities

• Engage with customers to build and maintain relationships.
• Proactively reach out to customers to gather feedback and address concerns.
• Monitor and assess customer satisfaction levels through surveys and reviews.
• Implement strategies to enhance overall customer satisfaction and loyalty.
• Act as a point of contact for customer inquiries and escalations.
• Work closely with internal teams to address and resolve customer issues promptly.
• Develop and execute customer retention strategies to reduce churn and increase customer lifetime value.
• Communicate product updates, promotions, and relevant information to customers.
• Maintain accurate and detailed records of customer interactions and transactions.
• Generate regular reports on customer satisfaction and engagement metrics.

Skills

CRM software

Team leadership

Communication skills

Problem solving

Customer relationship management

Empathy

Education

Master's degree in Business/Marketing

Tools

CRM software tools

Job description

Job Description

Job Title: Lead CRM - (M/F)

Experience: 7 - 15 years

Location: M.G. Road, Agra

Employment Type: Full-time

Job Description

We are looking for an experienced and customer-focused professional to join our team as a Customer Relationship Manager. As a Customer Relationship Manager, you will play a pivotal role in fostering positive relationships with our customers, ensuring their satisfaction, and driving customer loyalty. The ideal candidate should have a proven track record in customer relationship management, excellent communication skills, and a passion for delivering exceptional customer experiences.

Roles And Responsibilities

• Customer Engagement:
• Build and maintain strong, positive relationships with customers through regular communication and engagement.
• Proactively reach out to customers to gather feedback and address concerns.
• Customer Satisfaction:
• Monitor and assess customer satisfaction levels through surveys, reviews, and direct interactions.
• Implement strategies to enhance overall customer satisfaction and loyalty.
• Issue Resolution:
• Act as a point of contact for customer inquiries, concerns, and escalations.
• Work closely with internal teams to address and resolve customer issues promptly.
• Customer Retention:
• Develop and execute customer retention strategies to reduce churn and increase customer lifetime value.
• Implement loyalty programs and incentives.
• Communication:
• Communicate product updates, promotions, and relevant information to customers.
• Provide clear and timely information to customers regarding their inquiries.
• Documentation and Reporting:
• Maintain accurate and detailed records of customer interactions and transactions.
• Generate regular reports on customer satisfaction and engagement metrics.

Qualifications

• Master's degree in Business, Marketing, or a related field.
• 8 to 15 years of experience in customer relationship management roles in which at least 6 years in team handling is mandatory.
• Proven track record of successfully managing and retaining customer accounts.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with customers and internal teams.
• Strong problem-solving skills with the ability to address customer issues and find satisfactory solutions.
• Empathetic and customer-focused approach in understanding and addressing customer needs.
• Proficiency in using Customer Relationship Management (CRM) software.