The Customer Relationship Manager (CRM) is responsible for overseeing the company’s customer relationships, ensuring that customer data is accurately maintained in the CRM system, and enhancing customer engagement. This role will focus on managing customer satisfaction, maintaining clean and accurate customer records, and driving customer-focused strategies that align with business objectives.
Key Responsibilities:
- Customer Data Management
- Ensure the integrity and accuracy of customer data in the CRM system by managing and implementing the customer data management SOP.
- Perform regular audits to remove duplicate, incomplete, or inaccurate customer records.
- Collaborate with relevant departments (sales, marketing, helpdesk) to maintain up-to-date customer information.
- Establish and enforce data entry standards for all customer-related information.
- CRM System Administration
- Serve as the primary administrator of the CRM system, ensuring all customer interactions, updates, and communication are logged.
- Collaborate with system administrators to manage CRM integrations with other software (e.g., ERP, marketing automation tools).
- Implement and maintain automation workflows within the CRM to improve efficiency (e.g., for customer segmentation, automated follow-ups, etc.).
- Customer Interaction & Relationship Building
- Act as the key point of contact for high-priority customers, managing inquiries and ensuring timely responses.
- Monitor and track customer satisfaction scores, feedback, and follow-ups to improve customer retention.
- Work closely with the sales and customer service teams to ensure consistent and positive customer experiences.
- Proactively identify and address customer needs and concerns.
- Customer Segmentation & Targeting
- Create and manage customer segments within the CRM based on criteria such as geography, behavior, or purchase history.
- Develop targeted campaigns to engage different customer segments, working with marketing and sales teams.
- Reporting & Analytics
- Generate regular reports from the CRM on customer engagement, sales performance, and customer satisfaction metrics.
- Analyze customer data to identify trends, opportunities, and risks, presenting insights to leadership teams.
- Provide actionable insights to the sales, marketing, and operations teams to improve customer strategies.
- Data Privacy & Compliance
- Ensure that the CRM system and processes comply with all relevant data privacy regulations (e.g., NDPA).
- Maintain up-to-date knowledge of regulatory requirements and ensure the team adheres to data protection standards.
- Implement processes to manage customer consent and opt-in preferences for communication.
- Training & Support
- Train staff on proper CRM usage, data entry standards, and customer data management best practices.
- Provide ongoing support to team members to ensure the CRM is being used effectively.
- Ensure staff are well-versed in customer privacy and compliance procedures related to the CRM.
Requirements
- Education: Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
- Experience:
- Minimum of 2 years of experience managing CRM systems (Zoho CRM, Salesforce, etc.) and customer engagement strategies.
- Experience in data management, customer service, and sales operations is a plus.
- Previous experience with automation tools and CRM integrations is preferred.
- Technical Skills:
- Proficient in CRM software (Zoho CRM, Salesforce, HubSpot, etc.).
- Knowledge of data management and reporting tools (Excel, Zoho Analytics, etc.).
- Understanding of customer data privacy regulations.
- Soft Skills:
- Strong analytical skills with attention to detail.
- Excellent communication and interpersonal skills.
- Ability to work cross-functionally and collaborate with sales, marketing, and IT teams.
- Problem-solving and conflict resolution skills.
