Head of CRM & CX

Baku Electronics is one of the largest consumer electronics retailers in the Caucasian region with 37 large format stores, a countrywide dealership network, express shopping points, and online sales. For more info please visit www. bakuelectronics. az and follow our LinkedIn page. As the Head of CRM & CX, you will be a strategic unit head within our organization, responsible for developing and executing our customer relationship management and customer experience strategies. This role is vital for building lasting customer loyalty, maximizing customer lifetime value, and ensuring a seamless, positive experience across all customer touchpoints.

Your expertise will be crucial in defining our customer journey and implementing initiatives that drive engagement, retention, and satisfaction. You will lead a talented team, guiding them to leverage data and technology to create personalized experiences and build a customer-centric culture throughout the company. Responsibilities: Develop, implement, and manage CRM and CX strategies for every stage of the customer lifecycle. Analyze customer data to create segmentation, personalization, and targeted marketing campaigns. Collect and analyze customer feedback, and use insights to identify areas for improvement. Collaborate with cross-functional teams (Marketing, Sales, Commercial, etc. ) to enhance the end-to-end customer experience.

Design and manage programs and initiatives to increase customer loyalty. Define and report on KPIs (Key Performance Indicators) to monitor customer experience performance. Manage CRM technologies and tools, and research and integrate new technologies into our processes. Mentor and empower your team to maximize their potential. Requirements: At least 5-7 years of experience in CRM and CX, with 3+ years in a leadership role. Proven track record of managing successful CRM and customer loyalty programs. Strong analytical skills and the ability to make data-driven decisions. Deep knowledge of customer journey mapping and customer segmentation. Solid knowledge of analytics tools (e.

g. , Google Analytics, Data Studio, Power BI etc. );Proficiency with marketing automation, CRM software (Salesforce, HubSpot, etc. ), and analytical tools. Excellent communication, presentation, and leadership skills. Highly motivated, proactive, and results-oriented work ethic. Ability to effectively communicate with stakeholders at all levels and collaborate cross-functionally. Ability to prioritize tasks, meet deadlines, and manage multiple projects simultaneouslyProficiency in English is required; knowledge of Russian is a strong asset. Interested candidates are requested to apply directly. Applications without updated resumes will not be considered.