Description:
You'll play a pivotal role in establishing our client's CRM function, crafting and implementing strategies that boost customer satisfaction, retention, and drive revenue growth. If you're ready to shape the future of corporate travel, this role is for you.
Responsibilities
- Devise and implement a comprehensive CRM strategy for customer activation, engagement, and retention.
- Collaborate cross-functionally to align CRM strategies with business objectives.
- Analyse customer data to derive actionable insights for CRM initiatives.
- Ensure accuracy and alignment of data definitions across stakeholders.
- Develop customer segmentation strategies for targeted and personalized CRM campaigns.
- Leverage insights to tailor strategies effectively.
- Work closely with Marketing, Product, and Sales to integrate CRM data into workflows.
- Optimise CRM campaigns to drive business goals.
- Create and optimise customer journey maps for an enhanced customer experience.
- Identify touchpoints for improvement and implement strategies for satisfaction and retention
- Evaluate, select, and integrate CRM tools and technologies for enhanced efficiency.
- Stay updated on industry trends for CRM innovation
- Establish KPIs for CRM initiatives and regularly report on their effectiveness.
- Utilize analytics to measure and optimize the impact of CRM efforts on revenue and retention.
Your Profile
- 5+ years CRM experience including extensive exposure within SaaS/b2b
- Track record of driving revenue growth and improving customer retention through CRM initiatives.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration skills.
- In-depth knowledge of CRM systems and best practices.
- Proficiency in tools like Customer i.o, Salesforce, Zendesk, Marketo.