CRM Manager

Position Summary

Responsible for leading and transforming the CRM department into a high-performing unit that enhances customer loyalty, drives lead conversion, and ensures a premium brand experience across all digital and offline touchpoints. The CRM Manager also responsible for the end-to-end customer journey, ensuring that every inquiry is converted into a relationship and every complaint into a solution.

Responsibilities

• Develop and execute comprehensive CRM strategies aimed at increasing customer engagement, retention, and lifetime value
• Design and refine customer journey maps to ensure a seamless experience from initial inquiry to post-purchase support
• Analyze customer data and market trends to provide actionable insights to the management and marketing teams
• Oversee the CRM team to ensure 24/7 (or designated hours) professional and timely responses on social media and other online channels
• Establish standardized scripts, brand tone-of-voice, and communication protocols for all customer interactions
• Handle and resolve high-level customer escalations with a focus on brand reputation and customer recovery
• Directly supervise, coach, and mentor the CRM team to foster a proactive and service-oriented culture
• Conduct regular training sessions on communication skills, product knowledge, and lead conversion techniques
• Manage team rosters and performance evaluations to maintain high service standards during peak periods
• Define and track key metrics including response time, lead-to-sale conversion rate, and customer satisfaction scores (CSAT)
• Prepare detailed daily, weekly, and monthly reports for the BODs, highlighting performance gaps and growth opportunities
• Utilize CRM software and data tools to monitor database health and segment customers for targeted campaigns
• Collaborate with the Marketing Manager to align CRM activities with promotional campaigns and product launches
• Work closely with Sales Managers to ensure high-quality leads are passed to the showrooms and followed up effectively
• Partner with Sales Operations to streamline workflows between online inquiries and physical store visits

Job Requirements:

Required Qualifications & Skills

• Bachelor’s degree in Business Administration, Marketing, or a related field (MBA or specialized CRM certification is a plus)
• Minimum 3~5 years of progressive experience in CRM, customer service, or digital sales
• At least 2 years of proven experience in a managerial or supervisory role
• Proficient in CRM software, social media management tools, and MS Office
• Knowledge of Power BI is an advantage
• Strong leadership and emotional intelligence
• Excellent negotiation and conflict resolution skills
• Willingness to travel frequently to regions and branches

Working Time:

9:00 AM ~ 5:30 PM

Monday ~ Saturday

Sunday & Public Holidays closed

Job Benefits:

Employer details:

Industry Leading Group of Companies

Salary:

2,000,000 MMK

Share this job: