A CRM Manager serves as the link between the company and its customers to build and strengthen relationships, which ultimately helps increase sales and land repeat business. They find ways to improve the experience of and better serve customers, and they manage customer satisfaction, which sometimes includes damage control. When a client has a negative experience, the CRM Manager helps smooth things over to retain the customer. They work with various departments to help attract and retain new clients as well as improve what the company offers to customers. CRM Managers use data to analyze customer satisfaction and market research to identify the latest strategies to improve customer relationships.
Que fait un CRM Manager ?
Building strong relationships with customers is essential to develop customer loyalty and increase sales. To do this, the CRM Manager has several key responsibilities.
Responsabilités
Un CRM Manager doit être capable de remplir diverses fonctions et responsabilités. Voici quelques fonctions et responsabilités qu'un CRM Manager doit être capable d'exécuter :
Collecting and analyzing customer data
Using CRM systems to manage relationships
Developing new ways to meet customers’ needs
Handling customer complaints
Overseeing the interactions between customers and key team members, such as Customer Service Representatives
Creating and executing retention campaigns
Compétences requises
Un CRM Manager compétitif aura certaines compétences et qualifications, notamment :
Knowledge of customer acquisition and retention strategies
Exceptional verbal and written communication skills
Social and emotional awareness to tailor interactions for individual customers
Extensive product knowledge
Ability to collaborate well with other customer care team members
Analytical and data-driven
Offres similaires
Si vous recrutez pour des postes liés à un CRM Manager, consultez nos descriptions de poste pour des rôles similaires :
