Job Description
Roles and Responsibilities
1. Planning and delivering CRM strategies to increase loyalty and retention across a company.
2. Deciding on the structure of a chosen CRM platform structure and ensuring it works seamlessly across each arm of an organisation.
3. Ensuring the CRM platform captures all required information at key points in the customer cycle.
4. Mapping customer journeys by analyzing touch points along a pipeline and maximizing commercial opportunities with this information.
5. Overseeing direct communication with customers through a chosen CRM system and resolving customer complaints quickly.
6. Monitoring and maximizing customer lifetime value strategies ensuring maximum profitability.
7. Segmenting customer databases and maintaining lists of segmented customers.
8. Identifying new leads and target audiences to optimism ROI.
9. ,Migrating different communication channels to more effective, cost-worthy ones.
10. Developing strategies for testing all aspects of a CRM and making sure the most effective approach to customer relationships is always taken.
11. Bringing departments together and maintaining high levels of cooperation between them.
12. Knowing your competition and strategics accordingly.
13. Acknowledging individual customer concerns and needs and then catering to them.