JOB PURPOSE
The Lead CRM is responsible for overseeing the implementation, optimization, and strategic use of the Customer Relationship Management (CRM) system to enhance customer engagement, sales effectiveness, and business processes. This role plays a critical part in driving CRM strategy and maximizing the value of customer data within the organization.
RESPONSIBILITIES
CRM Strategy and Roadmap
- Develop and execute CRM strategies aligned with business goals to drive customer acquisition, retention, and satisfaction
- Define CRM system requirements, enhancements, and integrations based on business needs and customer insights
- Collaborate with cross-functional teams (Sales, Marketing, Customer Service) to align CRM initiatives with overall business objectives
CRM System Implementation and Optimization
- Lead the implementation and deployment of CRM solutions, ensuring proper configuration, customization, and integration with existing systems
- Customize CRM workflows, data fields, reports, and dashboards to support sales, marketing, and customer service processes
- Continuously optimize CRM system performance, usability, and data quality through regular updates and enhancements
User Training and Adoption
- Conduct training sessions and workshops to educate users on CRM best practices, features, and capabilities
- Promote CRM adoption among sales and marketing teams, providing ongoing support and guidance to maximize user engagement and productivity.
- Monitor user feedback and address usability issues to enhance user experience and satisfaction with the CRM system
Data Management and Analysis
- Define data governance policies and procedures to ensure data accuracy, integrity, and security within the CRM platform
- Implement data quality controls, deduplication processes, and data enrichment strategies to maintain clean and reliable customer data
- Utilize CRM data for analytics, segmentation, and reporting to derive actionable insights and support data-driven decision-making.
Integration and Automation
- Collaborate with IT teams to integrate CRM with other business systems (e.g., ERP, marketing automation) to streamline processes and data flows
- Implement workflow automation, triggers, and alerts within the CRM system to improve efficiency and productivity
- Identify opportunities for AI-driven personalization and automation to enhance customer interactions and sales effectiveness
Stakeholder Engagement and Relationship Management
- Engage with key stakeholders and executive leadership to communicate CRM strategy, performance metrics, and business impact
- Build strong relationships with CRM vendors, consultants, and technology partners to stay informed about industry trends and best practices
- Act as a subject matter expert on CRM-related matters, providing guidance and thought leadership to drive innovation and continuous improvement
Self-Management & Leadership
- Set an example through personal quality and productivity standards and ways of working with others
- Demonstrate consistent application of internal procedures. Plan and priorities, demonstrating abilities to manage competing demands.
- Demonstrate abilities to anticipate and manage change. Demonstrate flexibility. in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs
- Drive customer centricity
- Ability to lead and mentor a team of database administrators
Work Collaboratively
- Build a culture of integrity, respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organisation
- Facilitate opportunities to engage and collaborate with external stakeholders (Retailers and POS Companies) to develop joint solutions
- Demonstrate ability to work in teams
- Demonstrate ability to communicate at all levels
