Job Purpose- Customer Relationship Management (CRM) Manager will be responsible for delivering the CRM project and its continual development and successful implementation and adoption throughout the organisation. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability. Working closely with the Senior Manager of CRM and the Marketing Business Partners, the CRM Manager will drive marketing lead generation strategies through data.  The CRM Manager will implement improvements to data, CRM processes, templates and customer journey’s, they will propose methods to acquire & retain customers and participate in growth campaigns in addition to managing and support the data integrity of the CRM system.

Duties, Responsibilities and Accountabilities:
•    Own the CRM project and its timely and successful adoption within the organization, on time and to budget, tracking key milestones and working with a broad range of stakeholders to assure its success, including but not limited to IT, InfoSec, Legal, Governance and our Divisions
•    Driving CRM initiatives and overseeing execution of campaigns, analyzing data to inform business development and improve data acquisition, ROI and customer retention
•    Acting as a liaison between the Marketing Business Partner, Divisions, Operating Companies and CRM team to identify consumer segments to be targeted for campaigns
•    Partnering with different stakeholders to keep them informed about upcoming data management initiatives
•    Maintaining and improving data management processes and accuracy alongside developing seamless customer journey’s and customer experiences, through data and CRM interactions
•    Working with IT to manage CRM system and data warehousing
•    Maintain and strengthen relationships with the clients
•    Implement precise marketing tactics to retain existing clients
•    Plan and manage CRM marketing campaigns, reporting on their performance and suggesting ways to improve customer acquisition, retention and customer lifetime value
•    Be a customer champion, developing additional CRM innovations and integration that will improve customer satisfaction through the deployment of CRM
•    Follow and practice the latest market trends that will lead to the development of CRM systems
•    Assess and finalize CRM software to meet business needs

Education, Certifications and Professional Experience

Educational Qualification:
•    Bachelor’s degree in Marketing or relevant field
•    Marketing Analytics Certifications
•    Digital Media Certifications
Experience:
•    Proven 4 years’ experience as CRM Manager or related role in the Marketing Department
•    Experience developing and executing Digital Marketing strategies
•    Solid knowledge in customer attainment policies
•    Knowhow of online marketing trends and their applications
Special Technical Skills:
•    Experience in data segmentation and reporting within a CRM and Marketing Automation system (Salesforce, Microsoft Dynamics, and HubSpot are highly preferred)
•    Experience working with web analytics tools and experience using web analytics tools to support marketing execution (Google Analytics, Microstrategy, Omniture)
•    Proficient in the use of IT Systems including Microsoft Office packages, developing and uploading content.