Jewelry Customer Experience Manager

Industry : Internet / Ecommerce

Designation : Sr CRM Manager

• Develop and implement CRM strategy : The manager creates and executes customer relationship management strategies to increase customer engagement, retention, and lifetime value.
• Manage customer data and insights : They oversee the CRM software to track and analyze customer data, including purchase history, browsing behavior, and communication preferences. This data is used to identify trends and create targeted marketing efforts.
• Execute personalized campaigns : The manager designs and implements automated and personalized marketing campaigns for special occasions, such as customer birthdays or anniversaries, to make customers feel valued.
• Manage customer loyalty programs : They develop and oversee exclusive loyalty and rewards programs to incentivize repeat business and build a community of brand advocates.
• Coordinate with sales and marketing : The role involves close collaboration with the sales and marketing teams to ensure consistency across all customer touchpoints. They ensure that campaigns and promotions align with the brand's overall objectives.
• Train and mentor staff : They train showroom and retail staff on customer service standards, CRM best practices, and the importance of data collection to ensure a consistent, customer-centric experience.
• Handle customer feedback and issues : The manager oversees the process for handling customer complaints and feedback, working to resolve issues quickly and efficiently to maintain high customer satisfaction.