The CRM Manager will play a key role in optimising the relationships that the business has with its customers. This will primarily be done by managing the company’s CRM system; organising our first party data in a way that will allow for informed decisions in product development, service improvements, and marketing/sales strategies. The CRM Manager will also analyse first party data that allows for a seamless customer journey for its users.
Responsibilities
CRM System Implementation
- Collaborate with key internal stakeholders to understand functionality needs and fundamental requirements of the new CRM system
- Configure the CRM to align with both current and future organisational workflows as required from feedback received from internal stakeholders
- Lead the review and clean-up of existing data to ensure accuracy, relevance and integrity of data is maintained prior to migration from existing data sources to the new CRM
- Migrate first party data from existing data sources to the new CRM, ensuring high data quality and integrity.
- Regularly collect, review and manage first party data in order to ensure high data quality and consistency
- Utilise the company’s CRM system to create B2B and B2C dashboards that allow for the integration, extrapolation and customisation of data, advanced analytics, multi-user collaboration, accessibility and ease of use, and strong data security
- Manage and control the company’s CRM system in conjunction with its first party data to enhance customer relationships, assist the Operations and Network teams to improve customer service, funnel any potential leads into our Network team, improve overall communication channels between internal departments and customers, and centralise all company data in one readily available location.
- Interpret data to assist with client segmentation to create efficiencies in how we allocate our existing and future resources
- Analyse the success of campaigns & incentives and liaise with the Network team to optimise outcomes
- Collaborate with internal stakeholders in the business (i.e., Marketing, Network, etc.) by providing them with information that will allow them to greater segment our customer base and audience
- Assist with the creation and development of strategies in conjunction with internal stakeholders (i.e., Marketing, Network, etc.) by utilising CRM data to engage our audience across multiple digital channels
- Identify and collect data from the company website and CRM whereby relevant information can be extracted
- Ensure the data is kept clean and accurate, handling any quality issues associated with data such as missing values, formatting errors, and other inconsistencies
- Present findings and established data relationships to internal stakeholders in the business, including the executive team, that can further the strategic direction and decision-making of the company
Skills and Experience
- 3-4+ years of experience implementing and working with CRM technology
- A proven track record of successfully migrating from an existing CRM to a new CRM to meet business objectives
- Adept technical proficiency in customising CRM platforms with specifications for business needs
- Effective change management skills
- Strong stakeholder management skills/experience
- Analytical knowledge, ability to receive, review and interpret data and information to implement sound decision making and or continuous improvement.
- Demonstrate a ‘can-do’ attitude and a willingness to further develop and upskill within position.
How to Apply
Please click APPLY or alternatively you can email your CV to mbarry@sharpandcarter.com.au
