HR - TA at Malabar Group
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Malabar Gold and Diamonds - Manager - CRM (8-10 yrs)
- Scan and analyze the current and past database of queries, requests, and complaints across platforms, synthesizing insights to understand customer concerns.
- Utilize CRM technology and relevant tools to gather, interpret, and manage data points, ensuring effective execution of CRM activities for Malabar Gold & Diamonds.
- Oversee the setup of CRM software in new stores, ensuring seamless integration and functionality while coordinating with the technical team.
- Train store staff on CRM operations, emphasizing the benefits, processes, and importance of generating in-store data to enhance customer engagement.
- Monitor CRM performance, analyzing metrics related to customer satisfaction, retention, and loyalty, and report findings to senior management for strategy refinement.
- Follow up on customer feedback, leveraging CRM insights to address concerns, close feedback loops, and continuously improve the customer experience.
