Team Management and Leadership
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CRM Team Leadership: Lead, mentor, and motivate a team of 6-10 CRM professionals to achieve customer satisfaction and retention targets.
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Performance Management: Conduct regular performance reviews, provide constructive feedback, and identify training needs for the CRM team.
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Training and Development: Develop and implement training programs to enhance the CRM team and product knowledge, client communication skills, and objection handling abilities.
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Workforce Planning: Manage CRM team allocation and optimize their efforts to ensure efficient client support and relationship building.
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Client Relationship Management
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CRM Strategy Development: Develop and execute comprehensive CRM strategies to enhance customer satisfaction, retention, and loyalty.
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Client Communication: Oversee all client communication channels, ensuring timely and effective responses to queries and concerns.
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Objection Handling: Implement and monitor strategies for effective objection handling and client query resolution.
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Client Feedback Management: Establish processes for collecting, analyzing, and acting upon client feedback to continuously improve services.
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Post-Sales Support: Ensure seamless post-sales support, including documentation, handover processes, and addressing client grievances.
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Project In-charge/Team Leader Experience: Leverage past experience in handling projects of 400+ units to guide CRM efforts and address project-specific client needs.
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Collaboration with Sales & Marketing: Collaborate closely with the sales and marketing teams to ensure a smooth client journey and consistent brand experience.
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