CRM Manager Job Description

This role will be instrumental in shaping the vision and strategy, setting the objectives and guiding the implementation of RR CRM Efforts Customer relationship management (CRM) is a broadly recognized, widelyimplemented strategy for managing and nurturing a companys interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service Main functions RR-Customer Relationship Manager Working with sales management aid in the Modification, budgeting and implementation of the company wide CRM concept Define and establish the criteria for sound strategic market segmentation. ( This includes, relevant classifications. i.e. demographics, spatial, consumer habits, what would be the focus groups and specific actions over those groups) Define overall marketing campaigns for each market segment Define the integrated company wide sales process and derivations Define the rules of engagement with a customer over the integrated sales process Help line of business managers to develop customer vacation experiences aligned with the integrated sales process Determine the data gathering requirements for each customer contact phase and step Coordinate marketing efforts in all the lines of business to develop a consistent branding and language. Establish the system of rules applicable to communicate information, offerings and value to existing customers and leads (qualifications to receive a message, frequency, amount of messages, precedence and avoid saturation) Coordinate incident response process to guest complains and requirements Help to LOB managers to develop personalization level of services and synchronize process to enable CRM magic tricks Provide specific support and guidance to LOB to change current process and business practices to create a customer centric culture beyond of what it is implemented right now

Define a clear path and strategy to engage all of the Royal resorts employees to act as customer centric as possible Leverage the CRM database of information to improve marketing, sales and customer ROI. Working in conjunction with sales forces, develop cost effective CRM - either interactive or mutually exclusive (as required) - databases to support specific channel customer/segment targeting efforts. Manage the various CRM supported marketing and sales initiatives to achieve stated sales results at the lowest possible cost