Subhajit Ghosh
Experienced CRM Head # Driving customer engagement, retention, and revenue growth.Specialized in implementing data-driven strategies and building customer-centric ecosystems.Customer lifecycle management # CRM platforms.
- Role
- Head of Customer Relationship Management at Utkarsh India Limited
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
About Subhajit Ghosh
With a solid foundation in customer relationship management and strategic operations, I…
Experience
Head of Customer Relationship Management
Jan 2024 — Present · Kolkata, IN
Strategic Planning: Develop and implement customer relationship strategies to enhance customer satisfaction and loyalty.Team Leadership: Lead and mentor a team of customer service representatives, ensuring high performance and professional development.Customer Engagement: Foster strong relationships with key clients, addressing their needs and concerns promptly and effectively.Feedback Management: Collect and analyze customer feedback to identify areas for improvement and implement necessary changes.Performance Metrics: Monitor and report on customer service metrics, ensuring targets are met and exceeded.Cross-Functional Collaboration: Work closely with sales, marketing, and product development teams to align customer relationship strategies with business goals.Conflict Resolution: Handle escalated customer complaints and disputes, ensuring satisfactory resolutions.Training Programs: Develop and conduct training programs for staff to enhance customer service skills and knowledge.CRM Management: Oversee the implementation and maintenance of Customer Relationship Management (CRM) systems to streamline customer interactions and data management.Loyalty Program Development: Design and manage customer loyalty programs to increase customer retention and repeat business.Scheme Management: Develop and manage customer schemes and promotional offers to drive engagement and sales.Budgeting & Forecasting: Prepare and manage budgets for the customer relationship department, and forecast future customer service needs and trends.Customer Retention: Implement strategies to retain existing customers and reduce churn rates.CSAT/NPS Management: Monitor and improve Customer Satisfaction (CSAT) and Net Promoter Score (NPS) metrics to ensure high levels of customer satisfaction and loyalty.SOP Development & Implementation: Create and implement Standard Operating Procedures (SOPs) for customer service to ensure consistent and high-quality service delivery.
Education
International College of Financial Planning
PGDFP, Retail Finance
2008 — 2009
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