eCRM Team Lead

Job Description

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 through targeted communication and efficient issue resolution.
• Boost Customer Retention Rate: Increase the customer retention rate across all ventures by implementing personalized engagement strategies and automation tools like WebEngage.
• Optimize CRM System Utilization: Achieve increased 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 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.