Head of Customer Relationship Management
4 weeks ago
Position Overview
Brandt Group of Companies is seeking a dynamic individual for the role of Director of CRM. This leadership position is pivotal in enhancing our customer engagement initiatives and will report directly to the Vice President of Customer Experience. The successful candidate will be responsible for spearheading all CRM operations, focusing on the development of our customer relationship management capabilities and the collection of customer insights across various interaction points.
Key Responsibilities
- Gain a comprehensive understanding of Brandt's multifaceted sales channels, encompassing both wholesale and retail environments.
- Lead and cultivate a team of CRM specialists dedicated to optimizing the effectiveness of our CRM platform.
- Oversee the design, execution, and upkeep of the organization's CRM systems, ensuring scalable integration and efficient workflows to meet the evolving demands of the business.
- Serve as the primary liaison and internal authority on our sales and customer success platforms.
- Collaborate with cross-functional teams including Sales, Parts & Service, IT, Customer Support, and Marketing to facilitate seamless system integrations.
- Manage the daily operations of the CRM team, focusing on coaching, performance evaluations, and professional development.
- Provide strategic leadership and oversight regarding budget and resource allocation during both initial CRM project phases and ongoing operations.
- Analyze data metrics across CRM systems to enhance customer value creation.
- Influence the design and implementation of CRM technologies to ensure alignment with standardized processes across the organization, minimizing the need for customized solutions.
- Work in tandem with marketing and technology teams to drive the advancement of CRM technology, supporting automated and effective multi-channel sales strategies.
Qualifications
The ideal candidate will possess a blend of business acumen and technical expertise, complemented by strong organizational and interpersonal skills.
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