The ideal candidate should possess strong analytical abilities, excellent communication skills, and a passion for delivering exceptional customer experiences.
DUTIES AND RESPONSIBILITIES:
- CRM System Management:
Administer and maintain the CRM system, ensuring data integrity and accuracy.
Customize and configure the CRM system to meet business requirements.
Develop and implement processes and procedures for effective use of the CRM system.
Train and support users on CRM system functionality and best practices.
- Customer Data Analysis:
Analyze customer data to identify trends, patterns, and insights for improving customer engagement and retention.
Segment customer data based on demographics, behaviors, and preferences to develop targeted marketing campaigns.
Collaborate with the marketing team to develop data-driven strategies for customer acquisition and retention.
Generate reports and dashboards to provide stakeholders with actionable insights.
- Customer Engagement and Retention:
Develop and execute CRM strategies to enhance customer satisfaction, loyalty, and retention.
Implement personalized communication and marketing campaigns based on customer segments and preferences.
Optimize customer touchpoints and journeys to deliver seamless and engaging experiences.
Monitor customer feedback and implement improvements to address concerns and enhance customer satisfaction.
- Collaboration and Cross-Functional Support:
Collaborate with the Client Services team to align CRM initiatives with business objectives.
Provide support and guidance to teams on CRM system usage, best practices, and data management.
Coordinate with IT teams for CRM system enhancements, integrations, and troubleshooting.
Stay updated on industry trends and emerging technologies to recommend innovative CRM solutions.
PERSONAL SKILLS & QUALITIES
- Proactive, resourceful, takes initiative
- Excellent communication skills (written and spoken)
- High service orientation.
- Ability to meet deadlines with excellent time management skills
- Calm, polite, and professional behavior.
- Precise, accurate and attentive to details
- Willing to work Australian hours (Sydney)
- Advanced knowledge of Microsoft Applications (Excel, Word, Outlook, PowerPoint)
QUALIFICATIONS & EXPERIENCE
- Bachelor’s Degree from a reputable College or University preferred
- Proven experience as a CRM Specialist or similar role
- Strong knowledge of CRM principles, methodologies, and best practices
- Proficient in CRM systems and data analysis tools
- Effective communication and interpersonal skills, with the ability to collaborate across teams
- Detail-oriented mindset with exceptional organizational and time management abilities