Key Responsibilities:
Developing and implementing robust 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 prospects 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.