Sr. CRM Manager - Costumer Center Operations (14th month)

Key Responsibilities:

• Oversee and ensure high-quality performance across: (Technical Field Support, Brand and Customer Experience Center Operations & Escalation and Fulfillment.
• Develop and execute strategic plans to meet and exceed service KPIs including resolution rate, satisfaction scores, and churn reduction.
• Benchmark across industries to adopt innovative CRM strategies for residential, commercial, and high-value (HRH) customers.

Customer Care Operations:

• Act as the internal advocate for customers, providing data-backed insights to improve service delivery.
• Monitor customer issues, analyze trends, and lead initiatives to reduce defects and improve the overall customer journey.
• Manage VIP accounts and sensitive cases with care and discretion.
• Evaluate and manage third-party service providers and CRM partn...