To lead and optimize the eCRM team in delivering exceptional customer experiences by leveraging data-driven insights, advanced CRM strategies, and personalized communication. Ensure customer satisfaction and loyalty by resolving issues efficiently and proactively engaging with riders and drivers. Foster a culture of continuous improvement and innovation to enhance service quality and drive business growth.
Mission:
- Increase Customer Satisfaction: Enhance overall customer satisfaction within the through targeted communication and efficient issue resolution.
- Boost Customer Retention Rate: Increase the customer retention rate across all ventures within the by implementing personalized engagement strategies and automation tools like WebEngage.
- Optimize CRM System Utilization: Achieve increase utilization rate of the CRM system among the team by providing comprehensive training and continuous support within.
- Improve click-through rate (CTR) and conversion rate (CR) across all communication mediums (email, SMS, in-app notifications) by deploying targeted and personalized campaigns.
- Improve Data Accuracy: Increase the accuracy of customer data in the CRM system within through regular audits and data-cleaning initiatives.
- Develop and Mentor Team: Establish a robust training and development program for the eCRM team, resulting in improvement in team performance metrics and individual growth.
Essential Competencies:
- Customer Relationship Expertise
- Analytical Skills
- Communication Proficiency
- Problem-Solving Abilities
- Emotional Intelligence
- Leadership and Team Management
- Technical Proficiency (Familiarity with CRM software, database management, and standard office applications)
- Experience working with WebEngage tools
- Strategic Thinking and Planning
- Interpersonal Skills
- Customer Service Orientation