CRM Executive

Job Summary:

The CRM Executive will manage and enhance customer relationships, ensuring excellent customer satisfaction and loyalty. This role will involve managing CRM platforms like Zoho CRM, analysing customer data, driving customer engagement, and implementing effective marketing campaigns. Proficiency in Zoho CRM and other related software is required.

Key Responsibilities:

CRM Management:

• Oversee and manage Zoho CRM, including data entry, maintenance, and updates.
• Ensure the CRM system is optimized for business processes and supports marketing and sales goals.
• Train team members on CRM functionalities and best practices.

Customer Data Analysis:

• Analyse customer data to identify trends, preferences, and areas of improvement.
• Generate reports on customer behaviour, campaign performance, and sales metrics.
• Use insights to drive targeted marketing strategies and improve customer engagement.

Campaign Management:

• Plan and execute customer engagement campaigns, including email, SMS, WhatsApp, and social media outreach.
• Segment the customer database for personalized communication and marketing efforts.
• Monitor and report campaign performance metrics to assess effectiveness.

Customer Support:

• Collaborate with customer service teams to address customer queries and resolve issues promptly.
• Enhance the customer experience by understanding pain points and implementing solutions.

Cross-Functional Collaboration:

• Work closely with sales, marketing, and operations teams to align CRM strategies with organizational goals.
• Facilitate communication between teams to ensure a unified approach to customer management.

Technical Expertise:

• Manage integrations between Zoho CRM and other tools/software (e.g., email marketing platforms, ERP systems).
• Ensure data security and compliance with data protection regulations.
• Troubleshoot technical issues within the CRM and coordinate with support teams for resolution.