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• 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.