Job description

Job Summary

- The CRM Manager is part of the CRM department within the Marketing Department to manage / monitor the Customer services, Customer experience and Customer engagement defined by Malabar Gold Diamonds.

- The role encompasses strategy, CRM operations, collaboration and sensing responding to opportunities in the MGD s markets.

KEY RESPONSIBILITIES

- Understand the data points for insights
- Management of CRM activities for Malabar Gold Diamonds
- Operations monitoring of CRM performance at every region and store levels
- Broadly understand CRM technology and relevant tools for effective insights and reports
- Training and follow-up on the strategies defined from MHQ
- Follow up on Customer feedback and ensuring to close the loop

KEY ACTIVITIES

- Developing CRM Strategy for MGD
- Planning the implementation of CRM activities
- Providing customer insights reports
- Coordination of collaborative CRM activities with other regional managers in MGD
- Managing CRM performance and reporting to senior resources
- Managing CRM team
- Managing the Call Center Marketing Services Providers

KEY PERFORMANCE MEASURES

- CRM activities delivered and new CRM initiatives
- ROI on CRM activities and customer value growth
- Customer satisfaction, retention loyalty
- Collaboration with other teams at MHQ and at the regional levels

KEY ATTITUDES

- Orientation towards customers and/or markets
- Comfort leading in a complex, changing, networked business environment
- Pragmatic approach to getting things done