FAQs
What are the main skills required for the CRM position?
The main skills required include communication skills, problem-solving, empathy, patience, active listening, conflict resolution, adaptability, and time management.
What is the primary purpose of the CRM job?
The primary purpose is to manage the Store P&L, drive sales through efficient store operations, ensure quality customer service delivery, motivate and retain store personnel, and adhere to company norms.
What educational qualifications are expected for this position?
A graduation or post-graduation degree is expected for this position.
How does the CRM role contribute to sales?
The CRM role contributes to sales by setting store sales plans and quotas, driving margin and inventory management, implementing productivity and customer service standards, and promoting a customer-obsessed culture.
What are some of the key responsibilities of the CRM role?
Key responsibilities include managing sales plans and quotas, maintaining gross margin and discounts, driving sales and customer service standards, managing performance among staff, and promoting local events and promotions.
What key performance indicators (KPIs) are monitored in this role?
The KPIs include gross margin, SOH segment and brand mix, discount management, customer experience scores, people management, and business acumen related to profitability and competition.
What competencies are considered functional requirements for this job?
Functional competencies include operational effectiveness, finance management, and analysis and problem-solving.
What behavioral competencies are important for a CRM?
Important behavioral competencies include self-development, emotional intelligence, customer service orientation, people management, communication, and teamwork and collaboration.
How does the CRM role address customer feedback?
The CRM is responsible for addressing customer feedback to improve service and processes, ensuring that customer concerns and suggestions are acted upon effectively.
Are there opportunities for talent development in this role?
Yes, the CRM role involves identifying and developing talent for critical positions within the store.
What is the role of the CRM in managing compliance?
The CRM is responsible for managing commercials and ensuring adherence to statutory compliance.
Is experience in conflict resolution important for this position?
Yes, conflict resolution is an important skill, as the CRM will need to handle customer escalations and foster a positive environment among store staff.