Strategy development. Collaborate with senior management and other stakeholders to define the CRM strategy and objectives aligned with the overall business goals. Identify key customer segments, their needs, and develop strategies to enhance customer engagement and loyalty.
Growth & Expansion. Working closely with key stakeholders, such as executives and finance team to distill the company's core value proposition, competitive advantage, and long-term vision. Articulating clear and compelling message that resonates with potential investors, highlighting the company's unique selling points and its potential for growth.
CRM system management: Oversee the implementation, configuration, and maintenance of the CRM system. This includes managing user access, data integrity, and system customization to meet the organization's specific requirements- tools including CleverTap & MoEngage
Data analysis and reporting: Utilize CRM & transaction data to analyze & identify opportunities on customer behavior, trends, patterns, segmentation, preferences, and buying habits- tools including Tableau, CleverTap & Freshdesk
Customer journey mapping: Analyze and map the customer journey across various touchpoints and interactions. Identify pain points and opportunities for improvement to enhance the overall customer ----------- egration and automation: Collaborate with Product team to integrate the CRM system with other business applications and tools.
Relationship management: Collaborate with internal stakeholders, including BD, AM, marketing, and customer service teams to align on CRM initiatives & identify business opportunities for partnered merchants & FMCGs.
Stay updated on industry trends: Stay abreast of industry trends, emerging technologies, and best practices in E-commerce, CRM and customer experience management. Continuously evaluate and recommend new tools or enhancements to the CRM system to improve its functionality and effectiveness.
Verified
