A CRM (Customer Relationship Management) Manager is responsible for managing and enhancing customer relationships through the strategic use of CRM systems, data analysis, and cross-functional collaboration. The role focuses on improving customer satisfaction, retention, and revenue growth.
Key Responsibilities
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Manage and maintain accurate customer data within CRM platforms such as Salesforce CRM or Microsoft Dynamics 365
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Analyse customer behaviour, trends, and feedback to generate actionable insights
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Develop reports and dashboards to support decision-making
Strategy Development & Retention
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Design and implement customer engagement and retention strategies
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Develop loyalty programs, personalized campaigns, and win-back initiatives
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Continuously optimise the customer lifecycle and journey
Customer Service & Communication
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Serve as a key point of contact for customer queries and escalations
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Resolve complaints efficiently to maintain high satisfaction levels
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Ensure consistent and effective communication across all touchpoints
Cross-Functional Collaboration
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Partner with sales, marketing, and IT teams to align CRM initiatives
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Support integrated campaigns and ensure customer-centric execution
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Facilitate knowledge sharing across departments
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Administer and configure CRM systems, including user access and workflows
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Ensure seamless integration with marketing and analytics tools such as Google Analytics
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Maintain system performance, data integrity, and automation processes
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Identify upselling and cross-selling opportunities
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Support lead generation and conversion strategies
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Collaborate on campaigns to drive revenue growth
Key Skills & Qualifications
Technical & Analytical Skills
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Strong experience with CRM tools (including Optimove as a requirement)
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Advanced data analysis and reporting skills using tools like Microsoft Excel
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Ability to perform customer segmentation and campaign analysis
Strategic & Business Skills
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Strong strategic thinking with a focus on long-term customer value
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Ability to translate data insights into actionable business strategies
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Experience with marketing automation platforms such as Mailchimp
Interpersonal & Communication Skills
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Excellent verbal and written communication
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Strong stakeholder management and collaboration abilities
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Customer-focused mindset with strong relationship-building skills
Technical Proficiency
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Solid understanding of CRM configuration, workflows, and integrations (APIs)
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Proficiency in Microsoft Office tools and reporting systems
Core Competencies
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Customer-centric thinking
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Problem-solving and decision-making
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Attention to detail and data accuracy
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Project and campaign management
Bonus Skills
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Knowledge of data privacy regulations (e.g., GDPR)
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Experience with A/B testing and optimisation
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Understanding of sales funnels and customer lifecycle management
