Key Responsibilities
Customer Relationship Management
- Develop and maintain strong, long-term relationships with customers.
- Enhance customer satisfaction through timely communication and proactive support.
- Build customer loyalty by implementing effective engagement and retention strategies.
- Ensure a positive customer experience throughout the customer lifecycle.
- Handle customer concerns and coordinate with internal teams for prompt resolution.
CRM Strategy & Campaign Management
- Plan, develop, and execute CRM campaigns to improve customer engagement and retention.
- Design personalized marketing campaigns based on customer behavior and purchasing patterns.
- Support promotional activities that improve customer loyalty and repeat business.
- Measure campaign effectiveness and recommend improvements.
Customer Retention & Loyalty Programs
- Develop customer retention initiatives to reduce customer churn.
- Create loyalty programs and customer engagement activities.
- Monitor customer feedback and recommend service improvements.
- Strengthen the organization's brand image through excellent customer relationship practices.
Lead Management
- Track and manage leads generated through marketing campaigns and other business channels.
- Nurture qualified leads until successful conversion by coordinating with the Sales Team.
- Ensure timely follow-up of customer enquiries and business opportunities.
- Maintain accurate lead status and conversion records within the CRM system.
CRM Database Management
- Manage and maintain the organization's CRM software.
- Ensure customer data accuracy, completeness, and database integrity.
- Segment customer databases for targeted marketing campaigns.
- Optimize CRM workflows and automation processes.
- Regularly update customer profiles and interaction history.
Sales & Customer Data Analysis
- Analyze customer and sales databases to identify market trends and business opportunities.
- Generate customer insights that support business growth.
- Prepare reports on customer behavior, buying trends, and campaign performance.
- Assist management in forecasting customer demand and business opportunities.
Performance Monitoring & Reporting
- Track and report key CRM performance indicators, including:
- Customer Retention Rate
- Customer Lifetime Value (CLV)
- Customer Satisfaction (CSAT)
- Lead Conversion Rate
- Customer Churn Rate
- Campaign Performance
- Prepare Daily, Weekly, Monthly, and Quarterly CRM reports for Management.
- Present actionable recommendations based on CRM analytics.
Cross-Functional Coordination
- Act as the primary bridge between customers and internal departments.
- Coordinate with Sales, Marketing, Accounts, Logistics, and Customer Support teams.
- Ensure seamless communication to improve customer satisfaction and operational efficiency.
- Support Management with customer insights for strategic decision-making.
Educational Qualification
- Bachelor's Degree in Business Administration, Commerce, Marketing, Management, or a related discipline.
- MBA (Marketing/CRM) will be an added advantage.
Experience
- Minimum 3 years of experience in Customer Relationship Management (CRM).
- Experience in CRM operations, customer engagement, lead management, or customer success.
- Experience with a leading CRM platform is mandatory.
Technical Skills
- Hands-on experience with at least one leading CRM software, example: Salesforce CRM, Zoho CRM
Strong knowledge of CRM workflows and customer lifecycle management.
- Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
- Ability to analyze customer data and prepare MIS reports.
- Knowledge of customer segmentation and marketing automation is preferred.
Required Competencies
- Excellent customer relationship management skills.
- Strong communication and interpersonal abilities.
- Good analytical and problem-solving skills.
- Customer-centric approach with attention to detail.
- Strong organizational and time management skills.
- Ability to manage multiple priorities and meet deadlines.
- Positive attitude with a collaborative team mindset.
Language Requirements: Tamil, English & Hindi
Location: Pasumalai, Madurai, Tamil Nadu
Job Type: Full-Time
Experience: Minimum 3 Years
Department: Sales & Marketing / Customer Relationship Management
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Commuter assistance
- Flexible schedule
- Leave encashment
- Paid time off
Work Location: In person
