Job Description
• Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
• Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle.
• Customer Journey Mapping analysing touch points with the organisation and maximising commercial opportunities.•Working closely with all departments to ensure the CRM works effectively for all aspects of the company.
• Overseeing direct communications with customers through the CRM.
• Monitor and maximise customer lifetime value strategies ensuring maximum profitability.
• Ensuring the database is segmented effectively for targeted marketing activities.
• Overseeing the migration of all direct communications to lower cost mediums such as SMS and email
• Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
Job Specification
SKILLS & RESPONSIBILITIES.
1. Aspiration-Setting: Sets bold aspirations a clear vision for the development of the relationship.
2. Relationship Strategy: Sets and executes a client relationship strategy that defines which issues to focus on, which opportunities to pursue, and which individuals to invest in.
3. Team Leadership: Creates, manages, and leads the team, providing appropriate coaching and mentoring along the way.
4. Client Leadership: Is perceived as a thought leader by senior client executives. Facilitates the development of a vision for the overall success of the company, business area, or function
5. Ambassadorship and entrepreneurship: Identifies, mobilizes, and delivers into the relationship the right people, solutions, resources, and ideas from across the firm