I made it. I was promoted to a CRM Manager. After the innitial excitement, reality is kicking in. I was tasked with "fixing the department" which means looking into every process and entire customer journey to identify pain points.
How does my day look like? Apart from attending countless meetings and being responsible for other people's performance, my work is about understanding every customer expectation, wish and dream and try to develop it into something better. We're constantly in beta version, ready for debugging. My team is responsible for always being there for the customers and for retaining each one of them. It's also safeguarding databases and keeping them clean to make sure customers are not mismanaged. We're the first to respond to inquiries and the only ones that deal with providing solutions to complaints. All the communication with customers begins and ends in CRM. Lots of shit shovelling. Lots of happy customers. Wish me luck!