Senior Director - CRM

Job Title

Job Description Summary

Job Description

Job Title: CRM Director

Company: Cushman & Wakefield

Location: India

About Cushman & Wakefield: Cushman & Wakefield (NYSE: CWK) is a leading global commercial real estate services firm with approximately 52,000 employees in nearly 400 offices and 60 countries. In 2023, the firm reported revenue of $9.5 billion across its core services of property, facilities and project management, leasing, capital markets, and valuation and other services. Cushman & Wakefield is committed to Diversity, Equity, and Inclusion (DEI), sustainability, and more.

Job Summary: The CRM Director will be responsible for developing and implementing the Customer Relationship Management (CRM) strategy for Cushman & Wakefield India to drive the organic growth agenda. This role will focus on enhancing client engagement, nurturing key client cohorts, and improving overall customer satisfaction. The CRM Director will work closely with various departments, including sales, marketing, and IT, to ensure the successful execution of CRM initiatives. The expectation is for the person to set-up the program and the processes ground-up and should have prior knowledge and experience of the same.

Key Responsibilities:

• CRM Strategy Development: Develop and implement a comprehensive CRM strategy to enhance customer engagement and loyalty.
• System Implementation: Oversee the implementation and management of CRM systems and tools.
• Data Analysis and Data Driven Insights: Analyze customer data to identify trends, opportunities for cross-sell, and areas for improvement.
• Campaign Management: Collaborate with marketing communications and sales teams to develop targeted campaigns and initiatives.
• Performance Monitoring: Monitor and report on the effectiveness of CRM initiatives and make data-driven recommendations for improvement.
• Compliance: Ensure compliance with data protection regulations and maintain the integrity of customer data.
• Team Leadership: Provide leadership and guidance to the CRM team, fostering a culture of continuous improvement and innovation.
• Customer Satisfaction: Program manage the process to deliver higher Net Promoter Score (NPS) by enhancing customer satisfaction and loyalty.
• Stakeholder Engagement: Build strong networks with stakeholders, including functional heads, to streamline operations for sales planning, pipeline management, and CRM operations to meet revenue goals.
• Customer Experience: Programme manage operations, customer retention analytics, and customer feedback loops to improve products and services.

Qualifications:

• Experience: Overall, an experience of 15-20 years within that a proven experience in a CRM leadership role, preferably within a service industry. In B2B and within real-estate will be an additional plus.
• Technical Skills: Strong understanding of CRM systems and tools, with experience in implementing and managing CRM platforms. Proficiency in data visualization tools like Power BI and Tableau is a plus.
• Analytical Skills: Excellent analytical skills, with the ability to interpret complex data and make data-driven decisions.
• Communication Skills: Strong (written and verbal) communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Leadership: Demonstrated ability to build, lead and motivate a team, fostering a culture of innovation and continuous improvement.
• Project Management: Experience in agile project management, stakeholder engagement, and change management.
• Customer Focus: Deep understanding of customer experience management, including customer lifecycle management.