Key Responsibilities:
- Developing and implementing strong and long-lasting CRM strategies to improve a company's customer loyalty and retention
- Conducting quality assurance surveys to determine customer satisfaction and using this data to improve areas of complaint
- Deciding on a CRM system's structure and ensuring it harmoniously operates across every relevant department in an organisation
- Communicating with customers directly through the CRM system and quickly solving customer problems
- Monitoring customer behaviour and implementing strategies to ensure maximum profitability
- Building and maintaining customer relationships to drive ROI, customer retention and high customer satisfaction
- Identifying potential new customers and target markets and communicating this information to the relevant departments to maximise profitability
- Communicating up-selling and cross-selling opportunities with the sales department
- Constantly testing and adopting current strategies for the most effective CRM system
- Analysing competitors and updating strategies when required
- Working with different departments, including sales, account managers and IT
- Meeting KPIs, including sales and customer growth targets
- Conducting business reviews using the CRM system's data.