CMC TS 3.3 ★

SUMMARY

We are seeking a highly motivated and customer-oriented CRM Executive to join our organization. The CRM Executive will be responsible for overseeing customer service operations and developing strong relationships with current and potential subscribers. This role requires excellent communication skills, a deep understanding of customer needs, and a passion for delivering exceptional customer experiences.

Key Responsibilities

Customer Service Management:

• Manage all aspects of customer service operations, including handling inquiries, resolving complaints, and addressing customer feedback promptly and professionally.
• Ensure timely and accurate responses to customer inquiries through various communication channels (phone, email, social media, etc.).
• Monitor customer service performance metrics and continuously improve customer satisfaction levels.

CustomerRelationship Building

• Develop and maintain strong relationships with current magazine subscribers to enhance customer loyalty and retention.
• Identify opportunities to upsell or cross-sell additional products and services to existing customers, based on their interests and preferences.
• Proactively engage with potential subscribers to promote our magazines and convert them into loyal customers.
• Conduct regular customer satisfaction surveys and gather feedback to identify areas for improvement and enhance customer experience.

CRM Execution and Analysis

• Execute CRM initiatives and campaigns to optimize subscriber acquisition, engagement, and retention.
• Work with Development Team to build anCRM system to manage customer data, segment customer lists, and personalize communication.
• Monitor and analyze customer behavior, engagement, and conversion rates to identify opportunities for improvement.

Reporting and Analysis

• Generate regular reports on customer service performance metrics, subscriber engagement, and customer feedback analysis.
• Utilize data analysis to identify opportunities for enhancing customer service processes, improving subscriber satisfaction, and increasing retention rates.
• Provide actionable insights and recommendations to the management team to optimize customer service operations and drive business growth.

Industry Updates

• Stay up-to-date on industry trends, competitor activities, and best practices in customer relationship management.
• Participate in job fairs to showcase and introduce Forbes' products and services.