Key Responsibilities:

• CRM Strategy Development: Develop and implement comprehensive CRM strategies aligned with business objectives to enhance customer engagement and loyalty.

• Customer Data Management: Oversee the collection, analysis, and management of customer data to drive personalized marketing campaigns and improve overall customer experience.

• Customer Journey Optimization: Analyze customer touchpoints and interactions to optimize the customer journey and maximize retention and conversion rates.

• CRM Platform Management: Manage CRM platforms and tools, ensuring data accuracy, system integration, and user training to support effective CRM operations.

• Cross-functional Collaboration: Collaborate with marketing, sales, and product teams to align CRM initiatives with overall business strategies and goals.

• Customer Service Enhancement: Oversee customer service operations to ensure timely and effective resolution of customer inquiries, complaints, and feedback.

• Performance Monitoring: Monitor and analyze key performance metrics related to CRM and customer service activities, providing regular reports and actionable insights to management.
   

Qualifications:

• Education: Bachelor's degree in marketing, business administration, or a related field.

• Minimum 5 years of experience in CRM management and customer service roles, preferably in the cosmetics or FMCG industry.

• Proven experience in developing and implementing CRM strategies, managing CRM platforms, and utilizing data analytics for decision-making.

• Strong understanding of customer behavior, segmentation, and journey mapping to drive personalized and targeted marketing campaigns.

• Demonstrated leadership and team management capabilities, with the ability to collaborate effectively across departments and lead cross-functional projects.

• Proficiency in data analysis tools and techniques to derive actionable insights and measure the effectiveness of CRM initiatives.

•  Excellent verbal and written communication skills, with the ability to present complex ideas and strategies clearly and persuasively.

• Strong problem-solving skills and a proactive approach to addressing challenges and improving processes within CRM and customer service functions.