Your Impact :

As a CRM Specialist you will be responsible for implementing and managing our Customer Relationship Management (CRM) system to optimize customer interactions and drive business growth. You will collaborate with cross-functional teams to design, execute, and refine CRM strategies and ensure our customers receive a personalized and seamless experience.

Minimum Qualification :

- Bachelor's degree in business or related field.

- +5 years of experience in CRM

- Proven experience in CRM administration and strategy development.

- Excellent analytical skills with the ability to derive insights from data.

- Strong communication and interpersonal skills.

- Detail-oriented with a focus on data accuracy.

- Problem-solving skills and the ability to work collaboratively in a team environment.

Key Responsibilities :

CRM System Management :

- Administer and maintain our CRM system, ensuring data accuracy, system integrity, and security.

- Customize and configure the CRM to meet the specific needs of our business processes.

- Monitor system performance, troubleshoot issues, and coordinate with IT for any necessary enhancements or fixes.

- Document information about leads, including their source, contact details, and any notes regarding their preferences or requirements.

Customer Engagement :

- Foster positive and lasting relationships with customers by delivering exceptional service and support.

- Ensure timely responses to customer inquiries and requests through various communication channels, including phone, email, chat, and social media.

- Proactively reach out to customers to gather feedback, address concerns, and offer assistance.

Documentation, Data Collection and Maintenance :

- Execution, managing and tracking of all agreements and contracts related to customers and channel partners

- Document all email and communication exchanges with clients, prospects, and colleagues within the CRM system

- Collect and maintain accurate and up-to-date customer data within the CRM system.

- Continuously enrich customer profiles with relevant information, such as purchase history, preferences, and communication preferences.

- Regularly clean and validate customer data to reduce inaccuracies and duplicates.

Customer Segmentation :

- Use CRM data to segment customers based on various criteria, such as demographics, behaviour, and purchase history.

- Tailor marketing and communication efforts to specific customer segments to increase engagement and conversions.

Personalization :

- Leverage CRM insights to personalize interactions with customers, such as personalized product recommendations and content.

- Send targeted and relevant marketing campaigns to enhance the customer experience.

Customer Retention :

- Develop and implement strategies to improve customer retention rates.

- Identify at-risk customers and proactively address their concerns or issues.

- Create loyalty programs or incentives to encourage repeat business.

Sales and Upselling :

- Collaborate with sales teams to identify cross-selling and upselling opportunities with existing customers.

- Use CRM data to recommend additional products or services that align with customers' needs and interests.

Customer Feedback and Insights :

- Collect and analyze customer feedback to identify areas for improvement in products or services.

- Share customer insights with relevant teams to drive product development and service enhancements.

Payment Collection and Billing :

- Track and manage customer payments and billing information within the CRM.

- Send payment reminders and follow up on overdue accounts to ensure timely collection.

Reporting and Analysis :

- Generate reports and dashboards from CRM data to measure key performance indicators (KPIs) related to customer interactions and collection efforts.

- Analyze trends and metrics to make data-driven decisions and optimize CRM strategies.

Strategy Development :

- Collaborate with marketing, sales, and customer service teams to develop CRM strategies that enhance customer experiences and drive revenue growth.

- Segment customers based on behavior, demographics, and other criteria to personalize marketing and communication efforts.

- Implement and optimize marketing automation workflows and email campaigns.

Training and Support :

- Provide training and support to internal users on CRM best practices and usage.

- Serve as the go-to resource for CRM-related questions and issues.

Integration and Expansion :

- Evaluate and integrate new tools and technologies that can enhance our CRM capabilities.

- Identify opportunities to expand the CRM's functionality and integration with other systems.

Personality :

- Effective communication skills

- Problem-solving

- Collaboration

Software Skills :

- Microsoft Office

- Excel (Intermediatory)

- Outlook (Advanced)

- PPT (Intermediatory)

- Word (Intermediatory)

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