Customer Relationship Management-Urdu Speak

2. KEY RESPONSIBILITIES

2.1 Customer Relationship Management

• CRM Strategy Implementation: Assist in the development and execution of CRM strategies to build and maintain long-term relationships with dealers, retailers, and key accounts.
• Customer Data Management: Maintain and update accurate customer records in the CRM system (e.g., Odoo, Salesforce, or similar). Ensure that customer information is current and correctly categorized for segmentation and reporting purposes.
• Customer Communication: Serve as the primary point of contact for customer inquiries related to electronic appliances and consumer products. Ensure all customer queries are addressed promptly and professionally.
• Dealer & Retailer Engagement: Proactively reach out to dealers and retailers to understand their needs, address concerns, and strengthen business relationships.

2.2 Sales & Marketing Support

• Lead Management: Assist in capturing and managing leads through the CRM system, ensuring that sales opportunities are tracked and followed up effectively.
• Campaign Coordination: Support marketing teams by segmenting customer data for targeted promotions, product launches, and seasonal campaigns. Track the effectiveness of campaigns and share results with the team.
• Reporting & Analysis: Generate regular reports on customer interactions, sales performance, and CRM effectiveness. Provide actionable insights to sales and marketing teams to improve customer engagement and retention.
• Sales Pipeline Management: Monitor the sales pipeline and ensure all opportunities are accurately recorded and updated in the CRM system.

2.3 Customer Retention & Satisfaction

• Customer Feedback: Collect feedback from dealers, retailers, and end-users on products, services, and overall experience. Relay insights to relevant departments to improve customer experience.
• Issue Resolution: Work closely with the customer support and technical teams to resolve product or service-related issues in a timely manner.
• Customer Satisfaction Monitoring: Track and measure customer satisfaction through surveys and other tools. Proactively address concerns to ensure customer retention and loyalty.

2.4 CRM System Maintenance & Process Improvement

• System Maintenance: Ensure the CRM system is properly set up, maintained, and updated to reflect current customer information. Collaborate with IT teams for system improvements and troubleshooting.
• Best Practices Implementation: Develop and promote best practices for CRM data management, customer outreach, and follow-up to ensure consistent, high-quality service.
• Data Integrity: Regularly audit CRM data to ensure accuracy, completeness, and compliance with data protection standards.

2.5 Cross-Department Collaboration

• Sales Team Collaboration: Work closely with the sales team to ensure that customer data is leveraged to drive sales opportunities and optimize sales performance.
• Marketing & Product Teams: Collaborate with marketing teams to identify customer segments for targeted campaigns and work with product teams to ensure that customer feedback is considered for future product development.
• Logistics & Supply Chain: Coordinate with logistics teams to ensure timely delivery and after-sales support for customers.

3. QUALIFICATIONS & EXPERIENCE

3.1 Education

• Bachelor's degree in Business Administration, Marketing, Commerce, or a related field from a recognized institution.

3.2 Experience

• 3–5 years of experience in CRM management, sales support, or customer relationship management, preferably within the FMCG, electronics distribution, or trading industry.
• Proven experience working with dealer and retailer networks in Uganda.
• Experience in a sales-driven environment with exposure to B2B and B2C customer segments.

How to Apply:

All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section