Head of Customer Relationship Management (CRM)

Job Description

About Us:

Ofogh Kourosh is the leading retailer in the country, known for our commitment to exceptional customer experiences and quality products. We are seeking a highly skilled and strategic professional to lead our Customer Relationship Management team, driving customer engagement and loyalty through advanced CRM strategies and customer-centric initiatives.

Position Overview:

The head of CRM will oversee the development and implementation of CRM strategies aimed at deepening customer relationships and enhancing customer loyalty. This role requires expertise in CRM systems, customer analytics, and data-driven customer management, with a particular focus on loyalty programs, basket analysis, and advanced analytics models in CRM.

Key Responsibilities:

• CRM Strategy & Implementation: Develop and execute customer relationship strategies that strengthen engagement, loyalty, and retention across all touchpoints.
• Customer Analytics & Insights: Lead customer data analysis and basket analysis to drive insights and actions that improve customer satisfaction and value.
• Loyalty Program Management: Oversee the design, implementation, and management of loyalty programs to enhance customer retention and lifetime value.
• Call Center Management: Ensure effective call center operations that align with CRM strategies, improving customer service quality and response times.
• Team Leadership: Manage, mentor, and develop a high-performing CRM team, fostering a culture of continuous learning and improvement.
• CRM Software & Analytics Models: Lead the selection, implementation, and optimization of CRM software systems, leveraging analytics models to refine strategies.
• Data-Driven Customer Management: Apply a data-driven approach to manage customer interactions and optimize experiences across channels.

Requirements:

• At least 4 years of experience in CRM management, with proven success in customer relationship strategies, loyalty programs, and customer data analysis.
• A Master’s degree in Marketing, Business, Data Analytics, or a related field from a reputable university is preferred.

Skills:

• Proficient in CRM systems, customer analytics, and data-driven customer management.
• Strong foundation in loyalty programs, basket analysis, and call center management.
• Familiarity with CRM software, including analytics models and tools.
• Exceptional analytical, leadership, and communication skills.|
• Proven track record of developing and implementing successful CRM strategies.

Why Join Us?

At Ofogh Kourosh, you’ll play a pivotal role in shaping the customer journey for millions of shoppers. Join a dynamic and innovative team committed to excellence in customer experience and relationship management.