Deskripsi Pekerjaan
BuiltaMart is seeking a highly motivated and strategic CRM Manager to oversee our customer relationship management strategies. In this pivotal role, you will be responsible for leading our customer service team to new heights of excellence, driving customer satisfaction, and shaping the strategic growth of our business. You will act as the bridge between our marketing and sales teams, ensuring seamless customer journeys from acquisition to retention.
As the CRM Manager, you will leverage data-driven insights to optimize our customer engagement processes. You will manage high-performing teams, fostering a culture of accountability and continuous improvement. If you are a leader who thrives in a fast-paced environment and is passionate about building lasting customer relationships, we want to hear from you.
Tanggung Jawab
- Develop and execute comprehensive CRM strategies to enhance customer retention and lifetime value.
- Lead, mentor, and manage a high-performing customer service team to ensure service excellence.
- Analyze customer data and feedback to identify trends, pain points, and opportunities for improvement.
- Collaborate with marketing and sales departments to align customer journey touchpoints.
- Oversee the implementation and optimization of CRM tools and automation workflows.
- Drive customer satisfaction (CSAT) and Net Promoter Score (NPS) initiatives.
- Report on key performance indicators (KPIs) and provide actionable insights to stakeholders.
Kualifikasi
- Proven experience (5+ years) in a CRM Manager or Customer Success role.
- Strong leadership experience with a track record of managing and developing teams.
- Expertise in CRM platforms such as Salesforce, HubSpot, or Microsoft Dynamics.
- Excellent analytical skills with the ability to interpret complex data sets.
- Exceptional communication and interpersonal skills.
- Bachelor's degree in Marketing, Business Administration, or a related field.