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    Customer Relationship Management Specialist - Gurugram, India - BIBA Fashion Ltd

    BIBA Fashion Ltd
    BIBA Fashion Ltd Gurugram, India

    2 weeks ago

    Default job background
    Customer Service / Support
    Description

    • Responsible for the implementation and maintenance of CRM system and ensuring the proper use of system by all teams across organization.
    • SALESFORCE
    • Ensuring the accuracy and quality of customer data in database, set objectives on quantitative and qualitative data collection across all channels.
    • Creation of CRM campaigns and customer segmentation inline with overall brand strategy, and planned occasions such as EOSS, Festive, and New Season launch, etc.
    • Track performance of campaigns, loyalty program, offers, KPIs achieved and communicate the response and learning to internal stakeholders including marketing, retail and sales teams, ecom and merchandising.
    • Working closely with store sales teams to inform on offers and CRM initiatives and also capture feedback both store and customer feedback to optimize and improve performance
    • Working closely with eCom team for a unified approach and seamless Omni channel customer experience where applicable to maintain a consistent brand voice across CRM campaigns
    • Drive, coordinate and partner with the Call Center to push phone sales and optimize level of service to the end customers.
    • Work with the multiple internal and external stakeholder to ensure the calendar is aligned with business revenue targets
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