CRM Officer

Location: Kottayam

Department: Customer Relationship Management (CRM)

Reports To: Head of Sales

Job Overview:

The CRM Officer will be responsible for implementing, managing, and optimizing the company’s Customer Relationship Management (CRM) system. This role includes designing CRM strategies, integrating CRM software, and building a team to drive customer satisfaction, retention, and loyalty. The ideal candidate should have knowledge of CRM tools, proven experience in implementing CRM software, and the ability to build a CRM team to support the company’s growth objectives.

Key Responsibilities:

1. CRM Implementation & Management:
   • Lead the implementation of CRM software.
   • Customize the CRM based on our requirements and customer data flow.
   • Monitor the performance of the CRM system.
   • Manage CRM vendor relationships.
2. Strategy & Optimization:
   • Develop and execute CRM strategies to maximize customer engagement, retention, and loyalty.
   • Utilize customer data to segment and personalize communication, improving customer lifecycle management.
   • Identify opportunities to enhance the customer experience through the CRM platform.
   • Provide insights to the sales and marketing teams based on CRM analytics.
3. Team Leadership:
   • Build and lead a CRM team, ensuring alignment with company goals.
   • Train and mentor team members on CRM software usage, best practices, and customer engagement strategies.
   • Collaborate cross-functionally with departments like marketing and sales to ensure CRM objectives are met.
4. Data Management & Reporting:
   • Maintain and improve data quality within the CRM system.
   • Ensure the timely and accurate entry of customer data.
   • Create detailed reports on CRM performance, customer behaviour and campaign effectiveness.

Key Qualifications & Skills:

• Any Bachelor’s Degree.
• Experience (Min.2 years) in CRM software implementation and management.
• Proficiency in leading CRM platforms like Salesforce, HubSpot, Zoho CRM, etc.
• Experience driving customer-centric strategies.
• Strong analytical skills with a data-driven approach to decision-making.
• Excellent communication and project management skills.
• Ability to work collaboratively with other departments.
• Familiarity with data privacy and protection regulations.

Additional Preferences to:

• Certification in CRM platforms (e.g., Salesforce Admin, HubSpot Certification).
• Familiarity with automation and AI-driven customer experience tools.

Why Join Us:

• Opportunity to lead and shape the CRM function in a growing company.
• Collaborative work culture with a focus on innovation and continuous improvement.
• Competitive salary, benefits, and career development opportunities.