To lead and optimize the eCRM team in delivering exceptional customer experiences by leveraging data-driven insights, advanced CRM strategies, and personalized communication. Ensure customer satisfaction and loyalty by resolving issues efficiently and proactively engaging with riders and drivers. Foster a culture of continuous improvement and innovation to enhance service quality and drive business growth.
Mission:
Increase Customer Satisfaction: Enhance overall customer satisfaction within the through targeted communication and efficient issue resolution.
Boost Customer Retention Rate: Increase the customer retention rate across all ventures within the by implementing personalized engagement strategies and automation tools like WebEngage.
Optimize CRM System Utilization: Achieve increase utilization rate of the CRM system among the team by providing comprehensive training and continuous support within.
Improve click-through rate (CTR) and conversion rate (CR) across all communication mediums (email, SMS, in-app notifications) by deploying targeted and personalized campaigns.
Improve Data Accuracy: Increase the accuracy of customer data in the CRM system within through regular audits and data-cleaning initiatives.
Develop and Mentor Team: Establish a robust training and development program for the eCRM team, resulting in improvement in team performance metrics and individual growth.
Essential Competencies:
Customer Relationship Expertise
Analytical Skills
Communication Proficiency
Problem-Solving Abilities
Emotional Intelligence
Leadership and Team Management
Technical Proficiency (Familiarity with CRM software, database management, and standard office applications)
Experience working with WebEngage tools
Strategic Thinking and Planning
Interpersonal Skills
Customer Service Orientation
معرفی شرکت
اسنپ محصولی ایرانی است که از تیمی خلاق، جوان و تحصیلکرده قدرت میگیرد و در تلاش است تا صنعت فناوری اطلاعات و ارتباطات را به زندگی روزمره جامعه پیوند بزند.
اهداف بزرگی در سر داریم و بلند پروازیم. قصد داریم اسنپ را به بهترین راهکار برای سفرهای درونشهری ایران تبدیل کنیم و در این راه به کمک افراد خلاق، سختکوش و بلندپرواز احتیاج داریم. اگر چنین خصوصیاتی دارید خوشحال میشویم که رزومه خود را برایمان ارسال کنید.