Responsibilities:

• Develop and implement comprehensive CRM strategies to drive customer acquisition, retention, and loyalty across voice and non-voice channels.
• Align CRM initiatives with the company's business goals and objectives.
• Utilize customer data and insights to identify opportunities for CRM growth and improvement.
• Lead and manage the CRM team, including call center agents, Salesforce administrators, and after-sales service representatives.
• Provide guidance, mentorship, and performance evaluations to team members.
• Oversee the operations of the call center, ensuring high performance and efficiency. Monitor call center metrics and implement strategies to improve customer service quality.
• Manage the Salesforce CRM platform, ensuring it meets the business needs and enhances customer relationship management.
• Work with IT and other departments to ensure seamless integration of Salesforce with other systems.
• Stay updated with the latest Salesforce features and recommend improvements.
• Oversee after-sales service activities to ensure customer satisfaction and loyalty.
• Develop and implement processes for efficient handling of customer inquiries, complaints, and feedback.
• Monitor after-sales service metrics and implement improvement initiatives.
• Leverage customer data to create targeted marketing campaigns for insurance products.
• Design and implement initiatives to improve the overall customer journey and experience.
• Develop and oversee customer communication strategies across multiple channels. Monitor and analyze customer feedback to drive continuous improvement.
• Collaborate with marketing, sales, operations, and customer service teams to ensure a cohesive approach to customer relationship management.

Qualifications:

• Bachelor's/Master degree in Marketing, Business Administration, or a related field.
• Minimum of 7-10 years of experience in CRM, customer experience management, or related roles.
• Proven track record of developing and executing successful CRM strategies.
• Experience in the insurance industry or a related field is highly desirable.
• Experience managing call centers and Salesforce administration.
• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• Proficiency in CRM software and tools, particularly Salesforce.
• Strong understanding of customer data analytics and data management principles.
• Customer-centric mindset with a passion for enhancing customer experience.
• Ability to work effectively in a fast-paced, dynamic environment.