Manage and maintain the company's CRM system, ensuring customer data is accurate, up-to-date, and well-organized.
Segment customer data to enable personalized and targeted marketing campaigns.
Implement strategies to improve customer retention, loyalty, and engagement.
Respond to customer inquiries, complaints, and requests in a timely and professional manner through various communication channels (email, phone, social media).
Handle e-commerce inquiries, ensuring a seamless customer experience.
Provide product information, resolve order issues, and offer post-sale support.
Work closely with the sales and logistics teams to ensure smooth order fulfillment.
Monitor customer feedback and implement improvements based on insights.
Monthly Reports:
Generate detailed CRM reports, including customer acquisition, retention, and engagement metrics.
Analyze customer data to identify trends, preferences, and areas for improvement.
Prepare monthly performance reports for senior management to support decision-making.
CMS Handling:
Update and manage website content using the company's CMS.
Ensure content is accurate, up-to-date, and optimized for customer engagement.
Collaborate with the marketing team to upload promotional materials, product updates, and banners.
Troubleshoot and resolve any CMS-related issues to ensure a smooth user experience.
Data Analysis & Insights:
Track and analyze customer behavior, preferences, and interactions across different platforms.
Use insights to refine marketing strategies and improve customer experience.
Provide actionable recommendations to enhance e-commerce sales and overall customer satisfaction.
Collaboration with Sales and Marketing Teams:
Work closely with the sales and marketing departments to align CRM efforts with business objectives.
Support the execution of marketing campaigns through CRM data and customer segmentation.
Skills
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