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

1. Customer Data & Analysis

• Manage and maintain accurate customer data within CRM platforms such as Salesforce CRM or Microsoft Dynamics 365
• Analyse customer behaviour, trends, and feedback to generate actionable insights
• Develop reports and dashboards to support decision-making

2. Strategy Development & Retention

• Design and implement customer engagement and retention strategies
• Develop loyalty programs, personalized campaigns, and win-back initiatives
• Continuously optimise the customer lifecycle and journey

3. Customer Service & Communication

• Serve as a key point of contact for customer queries and escalations
• Resolve complaints efficiently to maintain high satisfaction levels
• Ensure consistent and effective communication across all touchpoints

4. Cross-Functional Collaboration

• Partner with sales, marketing, and IT teams to align CRM initiatives
• Support integrated campaigns and ensure customer-centric execution
• Facilitate knowledge sharing across departments

5. CRM System Management

• Administer and configure CRM systems, including user access and workflows
• Ensure seamless integration with marketing and analytics tools such as Google Analytics
• Maintain system performance, data integrity, and automation processes

6. Sales & Revenue Growth

• Identify upselling and cross-selling opportunities
• Support lead generation and conversion strategies
• Collaborate on campaigns to drive revenue growth

Key Skills & Qualifications

Technical & Analytical Skills

• Strong experience with CRM tools (including Optimove as a requirement)
• Advanced data analysis and reporting skills using tools like Microsoft Excel
• Ability to perform customer segmentation and campaign analysis

Strategic & Business Skills

• Strong strategic thinking with a focus on long-term customer value
• Ability to translate data insights into actionable business strategies
• Experience with marketing automation platforms such as Mailchimp

Interpersonal & Communication Skills

• Excellent verbal and written communication
• Strong stakeholder management and collaboration abilities
• Customer-focused mindset with strong relationship-building skills

Technical Proficiency

• Solid understanding of CRM configuration, workflows, and integrations (APIs)
• Proficiency in Microsoft Office tools and reporting systems

Core Competencies

• Customer-centric thinking
• Problem-solving and decision-making
• Attention to detail and data accuracy
• Project and campaign management

Bonus Skills

• Knowledge of data privacy regulations (e.g., GDPR)
• Experience with A/B testing and optimisation
• Understanding of sales funnels and customer lifecycle management