Information Technology Looking for Customer Service Manager at Mumbai, Maharashtra, India Full Time

We have an opening for Customer Relationship Management Specialist.

Experience – 2+ years

Location – Gurugram

The Role

• Drive a customer-centric culture across all verticals by championing effective

customer engagement and sophisticated customer experience to enable

teams to develop long lasting relationships with customers

• Seamless execution of customer strategy & development in partnership with

different verticals of our business to drive the full customer journey

• Confirm needs for all CRM campaigns across 3 divisions (targeting, assets,

planning)

• Ensure seamless execution of CRM campaigns according to approved

requirements

• Provide reports and learnings to enhance future campaigns and automation

briefs

• Assist 360 customer journeys understanding via data analysis, findings, and

concrete recommendations in line with the Marketing, CRM and Omnichannel strategy and objectives

• Responsible for customer data analysis and evaluation

• Report on campaign performance, developing post-campaign analysis &

customer insights and regularly share successes and learnings

• Work with the Internal teams on developing advanced CRM practices

• Manage email marketing calendar; targeting and orchestration of all 1-tomany and 1-to-1 customer communication campaigns across all touch points

ensuring that the central guidelines are met

• Support the business review process to drive the achievement of business KPIs

• Data Management :

a. Act as lead data stewards to review and validate the database accuracy

and database maintenance

b. Responsible for database growth; developing data capture

opportunities and growing owned customer data. Understand data

flows and be the business stakeholder to improve customer data

integrations;

c. Build in-depth knowledge of our customer database and provide

insights and recommendations to various stakeholders

Expectations

• Post graduate from Tier 1 institution with Minimum 2 years’ experience in

relevant Data/CRM experience, preferably within the Digital/CRM agency

• Experience in Salesforce.com technology/CloverTap/WebEngage/MoEngage,

especially in the Marketing Cloud module with an understanding of other

clouds or any other campaign management platform is a plus.

• Experience in communication targeting & channel orchestration

• Operational excellence in CRM / lifecycle design

• Capability to contribute to brand equity by supporting the implementation of

campaign communications

• Capability to articulate the propositions for campaigns through clear

communication

• Capability to understand the various methods of gathering, extracting, storing

and cleansing related data as per data sourcing and preparation requirements

set by data governance stakeholders

• Capability to apply various methods of descriptive analytics and reporting to

display factual data analysis results on CRM campaigns

• Flexible and positive mindset to embrace changes and agility to adapt

Interested candidates can share their resume to [email protected] to the earliest.

Regards,

Basundhara