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.
