Customer Relationship Manager
Customer Relationship Manager
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Job Description
Key Responsibilities:
1. 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 uptodate customer information.
Establish and enforce data entry standards for all customerrelated information.
2. 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 followups etc.).
3. Customer Interaction & Relationship Building
Act as the key point of contact for highpriority customers managing inquiries and ensuring timely responses.
Monitor and track customer satisfaction scores feedback and followups 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.
4. 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.
5. 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.
6. Data Privacy & Compliance
Ensure that the CRM system and processes comply with all relevant data privacy regulations (e.g. NDPA).
Maintain uptodate knowledge of regulatory requirements and ensure the team adheres to data protection standards.
Implement processes to manage customer consent and optin preferences for communication.
7. 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 wellversed 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 crossfunctionally and collaborate with sales marketing and IT teams.
Problemsolving and conflict resolution 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. 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.
Education
Bachelor s degree in Business, Marketing, Computer Science, or a related field.
Employment Type
Full Time
