Job Summary:

The CRM Specialist is responsible for managing and optimizing the company's Customer Relationship Management (CRM) system to enhance customer engagement, drive sales, and improve customer retention. This role involves analyzing customer data, creating targeted marketing campaigns, and ensuring that the CRM system is used effectively across the organization. The ideal candidate will have strong technical skills, a deep understanding of CRM software, and the ability to translate customer insights into actionable strategies.

Key Responsibilities:

• CRM System Management:
  • Oversee the daily operation and maintenance of the CRM system, ensuring it is up-to-date and functioning effectively.
  • Customize and configure the CRM platform to meet the specific needs of the organization.
  • Collaborate with IT and software vendors to troubleshoot issues and implement system enhancements.
• Customer Data Analysis:
  • Analyze customer data within the CRM system to identify trends, behaviors, and opportunities for growth.
  • Develop and maintain customer segmentation models to target marketing and sales efforts more effectively.
  • Provide regular reports and insights to management on customer behavior, sales trends, and campaign performance.
• Campaign Management:
  • Design and execute targeted marketing campaigns using CRM data to increase customer engagement and sales.
  • Monitor and analyze the effectiveness of CRM-driven campaigns, making adjustments as needed to improve results.
  • Work closely with marketing, sales, and customer service teams to ensure campaigns are aligned with overall business objectives.
• Customer Engagement:
  • Develop strategies to enhance customer satisfaction and loyalty through personalized communications and offers.
  • Implement and manage customer feedback mechanisms within the CRM system to capture and address customer concerns.
  • Ensure that all customer interactions are tracked and managed within the CRM system to provide a 360-degree view of the customer.
• Training and Support:
  • Provide training and support to employees on the effective use of the CRM system.
  • Develop user guides and best practices to help teams maximize the benefits of the CRM platform.
  • Serve as the primary point of contact for CRM-related queries and issues within the organization.
• Data Integrity and Compliance:
  • Ensure the accuracy and integrity of customer data within the CRM system by implementing data validation and cleansing processes.
  • Maintain compliance with data protection regulations, such as GDPR, by managing customer consent and preferences.
  • Conduct regular audits of the CRM system to ensure data quality and compliance with internal policies.
• Continuous Improvement:
  • Identify opportunities to enhance the CRM systems functionality and usability.
  • Stay updated on the latest CRM trends, tools, and best practices to recommend improvements.
  • Collaborate with cross-functional teams to integrate the CRM system with other business tools and processes.

Education Preference: BSc degree in Business Administration, Marketing or relevant field

Years of Experience: 5 years +

Skills Required: 

• Strong Analytical skills
• Proficiency in CRM software Microsoft Dynamics 365
• Communication
• Technical proficiency
• Customer-Centric Mindset: