CRM Executive

Job Summary: Preferred candidates from Interior Decor and Wooden Industry.

We are seeking dedicated and experienced Customer Retention PR Specialists to join our team. The ideal candidates will be responsible for managing customer relationships, ensuring customer satisfaction, and developing strategies to retain our existing customers permanently.

Roles and Responsibilities:

Customer Communication:

Maintain regular, proactive communication with existing customers through various channels (email, phone, social media, etc.).

Respond promptly to customer inquiries and concerns.

Develop and distribute personalised content tailored to customer interests and needs.

Customer Retention Strategies:

Design and implement effective customer retention programs and loyalty initiatives.

Identify at-risk customers and develop targeted campaigns to re-engage them.

Organize and manage customer appreciation events and activities.

Feedback Management:

Collect and analyze customer feedback to identify areas for improvement.

Collaborate with internal teams to address customer pain points and enhance overall satisfaction.

Maintain a database of customer interactions and feedback for ongoing reference and action.

Data Analysis:

Utilize CRM software to track and analyze customer behavior and engagement.

Generate reports on customer retention metrics and present findings to management.

Use data insights to refine and improve retention strategies.

Collaboration:

Work closely with marketing, sales, and product teams to ensure a cohesive customer experience.

Participate in cross-functional meetings to align on customer retention goals and activities.

Key Performance Indicators (KPIs):

Customer Satisfaction Score (CSAT):

Measure of customer satisfaction through surveys and feedback.

Net Promoter Score (NPS):

Gauge customer loyalty and likelihood to recommend your products/services.

Customer Retention Rate:

Percentage of customers retained over a specific period.

Churn Rate:

Percentage of customers lost over a specific period.

Engagement Metrics:

Open rates, click-through rates, and response rates for customer communications.

Resolution Time:

Average time taken to resolve customer issues and complaints.

Event Participation Rate:

Percentage of invited customers participating in appreciation events and loyalty programs.

Key Result Areas (KRAs):

Communication and Relationship Management:

Maintain high-quality, consistent communication with customers.

Build and nurture long-term relationships with key accounts.

Strategy Development and Implementation:

Job Types: Full-time, Permanent

Pay: From ₹30,000.00 per month

Benefits:

• Cell phone reimbursement
• Internet reimbursement
• Paid time off

Schedule:

• Day shift

Application Question(s):

• How to work on CRM software?

Experience:

• total work: 4 years (Preferred)

Work Location: In person