Role & responsibilities 1. CRM System Management: o Maintain and update the CRM system to ensure accurate and up-to-date customer data. o Configure and customize the CRM platform to meet the needs of various business units, ensuring seamless integration with other systems. 2. Customer Data Analysis: o Analyze customer data to identify trends, preferences, and opportunities for personalized engagement. o Generate reports and dashboards to track key CRM metrics such as customer acquisition, retention, lifetime value, and engagement rates. 3. Campaign Management and Automation: o Develop and execute automated marketing campaigns using the CRM platform, including email marketing, SMS, and other communication channels. o Personalize customer interactions through data-driven content, offers, and messaging. o Monitor campaign performance and optimize based on data insights to improve ROI and customer response rates. 4. Customer Journey Mapping: o Map out customer journeys to identify key touchpoints and opportunities for engagement. o Implement strategies to enhance the customer experience at each stage of the journey, from acquisition to retention. o Collaborate with other teams, such as sales and customer service, to ensure a cohesive customer experience across all channels. 5. Data Quality and Compliance: o Ensure the accuracy and completeness of customer data within the CRM system, implementing data cleansing and validation processes as needed. o Maintain compliance with data protection regulations such as GDPR, ensuring that customer data is handled securely and ethically. 6. Collaboration and Communication: o Work closely with marketing, sales, customer service, and other departments to align CRM strategies with overall business goals. o Provide training and support to team members on CRM best practices and system usage. o Act as a liaison between the CRM system vendor and internal stakeholders to address any system-related needs or issues. 7. Continuous Improvement: o Stay updated on the latest CRM trends, tools, and best practices to continually enhance the companys CRM capabilities. o Propose and implement new features, processes, and technologies to improve customer engagement and satisfaction. o Conduct regular reviews of CRM effectiveness, making recommendations for adjustments or improvements as necessary. Preferred candidate profile - Bachelors degree in marketing, Business Administration, Information Systems, or a related field. - Minimum of 8+ years of experience in CRM management or a similar role, with proficiency in CRM platforms such as MoEngage, Salesforce, HubSpot, Microsoft Dynamics, WebEngage or similar tools. - Proficiency in using CRM reporting tools, SQL, and data visualization software is a plus.
