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Wonder Cement

Posted 6 Sep 2026

CBC - CRM & ORM Lead - Senior Manager

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Employment
Full time
Team
Corporate Brand Communication
Posted
6 Sep 2026

About the role

Own CRM and ORM strategy across all customer and online touchpoints Drive CSAT outcomes and conversion percentage — primary KPIs for this role Oversee tool stack — MS Dynamics (CRM), Locobuzz (ORM), and Call Centre operations Present CRM and ORM performance metrics to Head of Branding and management Set SLA frameworks for response turnaround — online and offline Manage and develop AM-CRM and AM-ORM — set KPIs and review performance Coordinate with Digital Manager on ORM protocol and social listening integration Identify patterns in customer complaints and feedback; loop insights into marketing and product teams

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