CRM & Contact Center Manager

We are seeking a highly motivated and experienced professional to join our team as a CRM & Contact Center Manager. This individual will play a pivotal role in overseeing and optimizing our Customer Relationship Management (CRM) system and ensuring the seamless operation of our contact center. The successful candidate will have a proven track record in CRM management, contact center operations, a deep understanding of customer engagement strategies, and the ability to create and implement a loyalty program.

Responsibilities:

• CRM Strategy and Implementation:

Develop and execute the overall CRM strategy to enhance customer engagement, retention, and satisfaction.

Implement and maintain CRM best practices, ensuring data accuracy, and leveraging system capabilities to drive business objectives.

Collaborate with cross-functional teams to integrate CRM into various business processes.

• Contact Center Operations:

Oversee the day-to-day operations of the contact center, ensuring efficient and effective customer interactions.

Implement and optimize contact center processes, workflows, and technologies to meet performance targets.

• Team Leadership and Development:

Lead and inspire a team of CRM specialists and contact center agents, fostering a positive and high-performance work environment.

Provide coaching, training, and professional development opportunities to enhance team skills and knowledge.

Conduct regular performance reviews and implement strategies for team growth and success.

• Loyalty Program Creation:

Design, implement, and manage a comprehensive loyalty program aimed at increasing customer retention and engagement.

Collaborate with marketing and sales teams to align the loyalty program with overall business objectives.

Monitor and analyze the effectiveness of the loyalty program, making data-driven adjustments as needed.

• Data Analysis and Reporting:

Utilize analytics tools to generate insights from CRM data, providing regular reports to leadership on customer behavior, trends, and performance metrics.

Identify opportunities for process improvement and recommend actionable solutions based on data analysis.

• Technology Integration:

Collaborate with IT teams to integrate CRM with other business systems and applications for seamless data flow.

Stay abreast of emerging CRM technologies and recommend enhancements or upgrades to improve system efficiency.

• Customer Experience Enhancement:

Work closely with marketing and sales teams to align CRM strategies with overall customer experience goals.

Implement initiatives to enhance the overall customer journey and satisfaction levels.