Job Summary:
CRM General Manager is responsible for overseeing and enhancing the company's customer relationship management CRM strategies and operations. This leadership role involves developing comprehensive CRM strategies, managing CRM systems and teams, and ensuring that CRM initiatives align with the company's business goals. The CRM General Manager will drive customer engagement, retention, and satisfaction through effective CRM practices and innovative solutions.
Responsibilities:
- Lead, manage, and mentor the customer relations team, ensuring they deliver exceptional customer service and meet performance targets.
- Establish departmental goals, KPIs, and ensure alignment with overall business objectives.
- Develop and implement customer relationship strategies aimed at improving customer satisfaction, retention, and loyalty.
- Establish policies for resolving customer issues, ensuring quick and effective problem resolution.
- Leverage customer data to generate insights and guide decision-making.
- Collaborate with IT and software vendors to maintain CRM systems and implement upgrades.
- Design and manage customer retention programs, loyalty initiatives, and engagement campaigns to foster long-term relationships.
- Provide regular reports to senior management on customer satisfaction levels, retention rates, and other key metrics.
- Implement systems to gather and analyze customer feedback to improve services and products.
- Develop communication strategies for engaging with customers, addressing their needs, and keeping them informed of new products or services.
- Lead and manage the collections team, setting goals, evaluating performance, and providing training and development opportunities.
- Develop and implement collections strategies to meet financial goals.
- Oversee collection performance metrics and generate reports for senior management.
- Ensure accurate and up-to-date records of all collection activities.
- Plan and manage the department's budget, ensuring cost-effective operations while maximizing recovery.
- Analyze collection trends and optimize strategies for improved recovery rates.
- Ensure compliance with all regulatory requirements related to debt collection.
- Monitor and assess risks associated with collections and adjust policies accordingly.
Qualifications:
- Bachelor's degree in marketing, Business Administration, or a related field. An MBA or advanced degree is preferred.
- 15-20 years of experience in CRM management, with a strong background in developing and executing CRM strategies.
- Extensive experience with CRM software (e.g., SAP, C4C , Salesforce, HubSpot, Microsoft Dynamics) and data analysis tools.
- Ability to manage budgets and drive results within financial constraints.
- Strong analytical skills and attention to detail.
- Proficient in collections software and financial reporting.
- Excellent negotiation and communication skills.
