+ Identify key areas of improvement across global customer journey to reduce frictions and increase loyalty.
+ Drive those improvements and efficiencies across the whole spectrum of touch points and through adoption of reliable CRM system.
+ Build specific lifecycle actions to recognize, reward, retain or re-engage with existing clients.
+ Communicate with clients through Slack channel, email and on social media platforms when necessary.
+ Provide kind, positive, can-do-attitude problem solving every time, no matter how challenging the issue or how unpleasant the client is.
+ Ensure solutions are being provided to client within 24–48 hours (during business days) —doing everything possible to solve problems with one email, minimizing back-and-forth correspondence.
+ Work with other departments to create better methods to address customer complaints.
+ Measure customer satisfaction through consistent client feedback assessment and assess the impact of the actions.
+ In any case when any client issue cannot be solved, to create a concise list of what needs to be addressed to highlight to Top Management for insight/problem solving.
+ Comprehensively lead in developing new products/services and customize existing products/services to ensure upsell/cross sell to clients remain relevant.
+ Remaining in tune with trends in consumption to ensure that our offerings remain relevant.
+ A minimum of 5 years’ experience as CRM Manager, Customer Service Executive or a relevant role
+ Excellent interpersonal, conflict management and communication skills.
+ Proficiency in MS Office and CRM software.
+ Must be highly detail oriented and have the ability to effectively multi-task.
+ Extensive knowledge of the products and services offered by the company.
+ A team player with leadership skills.
+ Maintain a positive attitude focused on customer satisfaction.