Manager CRM

About the Role

The role is responsible for designing, implementing, and managing the end-to-end Customer Experience (CX) strategy for Vianaar. This includes developing the Voice of Customer (VoC) ecosystem, managing CRM, driving loyalty and retention, and using data-driven insights to enhance experience.

Responsibilities

• Voice of Customer (VoC), customer insights and journey understanding
• Customer Experience strategy development and implementation
• Experience design, continuous improvement & service innovation
• Data-driven approach: CX metrics, measurement, dashboards, ROI
• CRM development, retention strategy & loyalty program design
• Creative thinking to build emotional and functional loyalty
• Grievance redressal & service recover ownership
• Guest data management & future engagement strategy
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