Online Customer Relationship Manager Job Tempo

  • Kenya
  • Permanent
  • Full-time
  • 2 days ago
We are seeking an experienced and customer-focused Online Customer Relationship Manager to oversee and enhance the digital relationship between our business and its clients. You will be responsible for developing strategies to strengthen customer loyalty, improve retention, and increase satisfaction through CRM systems, digital communication channels, and data-driven insights.ResponsibilitiesCustomer Engagement & Retention:
  • Manage online customer journeys to ensure a seamless experience across digital platforms.
  • Design and implement customer retention strategies and loyalty programs.
  • Respond to customer inquiries, complaints, and feedback in a timely and professional manner.
CRM System Management:
  • Maintain and optimize the CRM system (e.g., Salesforce, HubSpot, Zoho).
  • Ensure accurate customer data capture, segmentation, and updates.
  • Generate reports and dashboards to monitor customer behaviors and campaign performance.
Email & Campaign Management:
  • Plan, execute, and analyze email marketing campaigns targeted at customer segments.
  • Personalize customer communications based on behavior and preferences.
Data Analysis & Reporting:
  • Use analytics tools to track customer satisfaction, churn, and lifetime value.
  • Provide regular insights and recommendations to improve customer interactions and sales conversions.
Cross-Functional Collaboration:
  • Work with marketing, sales, and support teams to align messaging and goals.
  • Provide customer feedback to product development for service or product improvement.
Requirements
  • Bachelor's degree in Marketing, Business Administration, Communications, or related field.
  • 2+ years of experience in customer relationship management or a related role.
  • Proficient in CRM tools and customer service platforms.
  • Strong communication and interpersonal skills.
  • Data-driven mindset with experience in analytics and reporting.
  • Excellent organizational and multitasking abilities.
  • Familiarity with digital marketing strategies is a plus.
Preferred Skills
  • Knowledge of customer lifecycle and retention metrics.
  • Experience with automation tools and customer segmentation.
  • Proficiency in tools like Google Analytics, Excel, and email marketing platforms.
  • Working Conditions
  • Flexible working hours.
  • May require occasional virtual meetings with customers or internal teams.
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