Job Duties 

• Develop and implement the organization's overall CRM strategy to enhance customer engagement, satisfaction, and loyalty.
• Oversee the organization's CRM system, including system customization, data management, and integration with other business systems. Collaborate with IT teams to implement CRM system enhancements, upgrades, and integrations to support business needs.
• Lead a team of CRM professionals, providing guidance, support, and training to ensure effective implementation of CRM initiatives, analyse customer data and generate actionable insights to drive targeted marketing campaigns, personalized customer experiences, and upselling/cross-selling opportunities. Improve customer service procedures and standards covering different online and offline touch points, and manage vendor service level to meet the aligned KPI
• Collaborate with cross-functional teams, including marketing, sales, and customer service, to align CRM efforts with business objectives. 

Requirements 

• Bachelor's degree in business, marketing, or a related field. Relevant certifications in CRM or customer experience management will be a plus.
• Proven experience in CRM management, with a strong understanding of CRM principles, strategies, and best practices.
• Leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Strong analytical skills, with the ability to interpret complex data and translate it into actionable insights and strategies.
• Proficiency in using CRM systems, such as Salesforce, HubSpot, and familiarity with marketing automation tools.
• In-depth knowledge of data protection regulations, and experience ensuring compliance within CRM systems.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and senior stakeholders.
• Strategic mindset, with the ability to think critically, identify opportunities, and develop innovative CRM strategies.
• Detail-oriented and highly organized, with the ability to manage multiple tasks and prioritize effectively.
• Proactive attitude, adaptability to change, and ability to work in a fast-paced, dynamic environment.