CRM & CEM Coordinator

Key responsibilities:
-Customer Relations Management
-Data content, data integrity, data mining and cleansing
-Identify, create and distribute sales opportunities & leads
-Maximize utilization of CRM tools and processes.
-Customer Experience Management
-Capture Voice of customer, identify critical requirements and lead customer experience projects.
-Manage complaint handling system and ensure timely resolution of customer issues
-Customer Loyalty Surveys
-Identify expectations, measure satisfaction index
-Ensure complaints are addressed through a robust recovery process.
-Market Research / Intelligence/Analysis
-Perform systematic model building, data collection and problem analysis on potential sales of products & services as well as on competitors' activities
-Interpret data, formulate reports and make recommendations based upon research findings in terms of marketing methods, advertising, promotion, distribution and pricing of products or services.