Location
Gurgaon | India
Job description
About Moove
Moove is on a mission to make the world more productive and successful by redefining access to auto finance and vehicle ownership. Our starting point is a technology-enabled lending model to radically transform the availability of auto finance and vehicles for on-demand mobility marketplaces. By doing so, Moove is creating sustainable jobs for entrepreneurs in the mobility sector.
About the Role
The Customer Relationship Management (CRM) Manager at Moove.io plays a pivotal role in managing and optimizing customer relationships across markets. This position is responsible for maintaining and enhancing the CRM system, analyzing customer data, and implementing strategies to drive customer engagement and loyalty. The CRM manager collaborates with cross-functional teams to ensure seamless customer experiences and to maximize customer lifetime value.
What you’ll be doing
- Manage and maintain the CRM system, ensuring accurate and up-to-date customer data.
- Analyze customer data to identify trends, patterns, and insights that drive effective customer segmentation and targeting.
- Develop and implement CRM strategies and campaigns to drive customer engagement, retention, and loyalty.
- Collaborate with marketing teams to create personalized and targeted customer communications across multiple channels.
- Monitor and report on key CRM metrics, such as customer acquisition, conversion rates, and customer lifetime value.
- Implement automated customer journeys and workflows to optimize customer interactions and experiences.
- Work closely with sales teams to align CRM initiatives with sales strategies and goals.
- Conduct A/B testing and analysis to optimize CRM campaigns and initiatives.
- Support the implementation of customer loyalty and rewards programs.
- Provide training and support to regional teams on CRM best practices and system usage.
- Collaborate with IT teams to troubleshoot and resolve CRM system issues and enhancements.
- Stay updated on industry trends and best practices in CRM and customer engagement.
- Conduct regular audits to ensure data integrity and compliance with data protection regulations.
- Collaborate with cross-functional teams to identify and implement system integrations and enhancements.
- Continuously seek opportunities to improve the customer experience and drive customer satisfaction.
What you will need for this position
- Bachelor's degree in marketing, business administration, or a related field.
- Proven experience in customer relationship management or a similar role.
- Strong understanding of CRM principles, strategies, and best practices.
- Proficiency in CRM platforms (e.g., Salesforce, HubSpot, Zoho CRM) and marketing automation tools.
- Advanced skills in data analysis and interpretation, with the ability to draw actionable insights.
- Excellent communication and interpersonal skills to collaborate with cross-functional teams and stakeholders.
- Strong project management skills to coordinate and execute CRM initiatives.
- Familiarity with marketing and sales processes and their alignment with CRM strategies.
- Knowledge of customer segmentation and targeting strategies.
- Analytical and problem-solving mindset, with a strong attention to detail.
- Ability to work in a fast-paced, global environment and manage multiple priorities.
- Familiarity with data protection regulations and best practices.
- Self-motivated and proactive with a strong drive for results.
- Excellent organizational and time management skills.
- Ability to adapt to evolving technologies and industry trends.
Key Metrics
- Increase in customer engagement and loyalty metrics, such as repeat purchase rate and customer retention rate.
- Improvement in customer segmentation and targeting effectiveness.
- Increase in customer satisfaction and Net Promoter Score (NPS).
- Achieve CRM campaign performance targets and KPIs.
- Data accuracy and integrity within the CRM system.
About the team
Our team is collaborative, positive, curious, and engaged. We think fast, work smart, laugh often, and are looking for like-minded people to join us in our mission to disrupt vehicle ownership and make cities better.
Moove is strongly committed to diversity within its community.
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.
Pre-hiring Notice: Moove relies on the accuracy of the information contained in employment applications, as well as the accuracy of other data presented throughout the hiring process and during employment. Any misrepresentations, falsifications, or material omissions in any information or data provided by an applicant may result in the applicant being excluded from further consideration for employment or if an individual has already been hired, termination of employment.
EEO Statement: Moove is an equal opportunity employer and does not discriminate on the basis of gender, race, sexual orientation, marital status, religion, political affiliation or any other protected characteristic.
Moove’s Vision: Moove is a mobility asset finance company and is Uber's preferred fleet partner. Our Vision is to democratise vehicle ownership and empower mobility entrepreneurs worldwide.
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