Role & responsibilities

1. CRM Strategy and Customer Relationship Management

- Develop and implement CRM strategies to improve customer satisfaction, engagement, retention, and loyalty.
- Establish customer relationship management processes, policies, and service standards.
- Manage the complete customer lifecycle, from onboarding and engagement to retention and relationship building.
- Develop customer segmentation strategies and personalized engagement initiatives.
- Ensure consistent and effective customer communication across multiple channels.

2. Customer Delight and Experience Management

- Drive customer delight initiatives to exceed customer expectations and improve the overall customer experience.
- Identify customer pain points and implement corrective and preventive actions.
- Monitor customer satisfaction metrics, including CSAT, NPS, and Customer Effort Score (CES), as applicable.
- Develop proactive customer engagement programs to strengthen long-term relationships.
- Handle customer escalations and ensure timely, effective, and satisfactory resolution.
- Build customer loyalty programs and initiatives to improve repeat engagement and advocacy.

3. Team Leadership and Performance Management

- Lead, mentor, and develop the CRM and customer experience team.
- Define team objectives, KPIs, productivity targets, and performance benchmarks.
- Conduct regular performance reviews, coaching sessions, and capability-building programs.
- Establish accountability for customer query resolution, response times, and service quality.
- Foster a customer-first culture across the team.

4.



Customer Feedback and Insights

- Collect and analyze customer feedback, complaints, reviews, and survey responses.
- Identify recurring customer issues and recommend process improvements.
- Prepare periodic reports on customer satisfaction, retention, complaints, and engagement.
- Translate customer insights into actionable business strategies.
- Work with relevant teams to address root causes and prevent recurring issues.

5. CRM Systems and Data Management

- Manage and optimize CRM platforms, customer databases, and engagement tools.
- Ensure accurate customer data, effective data segmentation, and proper documentation of customer interactions.
- Leverage CRM analytics and dashboards to track customer behavior, engagement, and retention trends.
- Drive automation of customer communication, follow-ups, service workflows, and feedback collection.
- Ensure customer data privacy, confidentiality, and compliance with applicable policies.

6. Cross-Functional Coordination

- Collaborate with Sales, Marketing, Operations, Customer Support, and other relevant departments to improve customer experience.
- Coordinate with internal stakeholders to resolve customer concerns and service gaps.




- Ensure seamless communication and consistent service delivery across customer touchpoints.
- Work with business teams to develop customer engagement campaigns and retention initiatives.
- Drive continuous improvement projects based on customer feedback and business requirements.

7. Reporting and Business Performance

- Track and report key CRM performance indicators, including:

- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Customer Retention and Churn Rate
- Customer Complaint Resolution Time
- First Contact Resolution (FCR)
- Customer Engagement and Repeat Interaction

- Prepare monthly and quarterly management reports with insights and recommendations.
- Monitor CRM program effectiveness and identify opportunities to improve operational efficiency.
- Manage CRM budgets, resources, and vendor relationships, where applicable.

Required Qualifications and Experience

- Bachelor's degree in Business Administration, Marketing, Management, or a related field.
- MBA or a relevant postgraduate qualification preferred.
- 8 to 15 years of experience in CRM, Customer Experience, Customer Delight, Customer Success, or Customer Relationship Management.
- Prior experience in managing CRM teams and customer engagement initiatives.
- Hands-on experience with CRM platforms such as Salesforce,
- Solid analytical, communication, stakeholder management, and problem-solving skills.
- Demonstrated ability to improve customer satisfaction, retention, and service quality.

📌 Senior Manager- CRM(Customer Delight) (Chennai)
🏢 MP Developers
📍 Chennai