Customer Relationship Management Manager

Strategic Customer Experience

Design and implement relationship-building strategies to increase satisfaction and retention.

Lead cross-functional initiatives to improve the customer journey.

Oversee loyalty programs (e.g., SJ Greencard) and monitor effectiveness.

Data-Driven Strategy and Growth

Develop and execute CRM strategies informed by customer segmentation, behavioral analytics, and purchase patterns.

Monitor and report on KPIs such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Retention Rate, and Customer Lifetime Value (CLV).

Conduct A/B testing and campaign analytics to refine customer communication and promotional strategies.

Collaborate with IT and marketing to integrate CRM tools and dashboards for real-time performance tracking.

Identify growth opportunities through predictive analytics and customer journey mapping.

Communication and Engagement

Manage customer communications (newsletters, email campaigns, social media).

Represent the brand in community events and outreach initiatives.

Service Operations and Training

Resolve customer complaints with empathy and efficiency.

Develop and deliver customer service training programs.

Ensure consistent service standards across all branches.

Feedback and Insights

Analyze customer feedback from surveys, social media, and in-store channels.

Conduct market research to understand customer preferences.

Present performance reports to senior management.

Data and Policy Management

Maintain accurate customer data in compliance with privacy regulations.

Contribute to the development of customer service policies and procedures.