CRM & Customer Experience Supervisor

Key Responsibilities:

• Manage the overall CRM strategy and execution.
• Manage and supervise the Customer Service team.
• Build customer segmentation and targeting plans.
• Manage WhatsApp, email, push notification, and other CRM channels.
• Develop automated customer journeys: welcome, abandoned cart, post-purchase, retention, win-back, etc.
• Monitor customer feedback, complaints, cancellation reasons, and service issues.
• Coordinate with logistics and operations on customer-related issues.
• Analyze repeat purchase, retention, engagement, and customer behavior.
• Develop CRM calendars aligned with commercial campaigns.
• Monitor customer service quality and response SLAs.