Purpose of the Job

The Senior CRM Specialist will be responsible for developing, implementing, and managing customer relationship management strategies and initiatives. This role focuses on optimizing customer interactions, enhancing customer experience, and driving revenue growth through effective CRM practices. The Senior CRM Specialist will work closely with the marketing, sales, and customer service teams to leverage customer insights and data analytics for strategic decision-making

Job Description

• Design and implement comprehensive CRM strategies to improve customer acquisition, retention, and loyalty.
• Analyze customer data to identify trends, behaviors, and opportunities for enhancement.
• Oversee the management and maintenance of the CRM database to ensure data accuracy and integrity.
• Ensure alignment of CRM strategies with overall business objectives, making data-backed recommendations for continuous improvement.
• Develop segmentation strategies for targeted marketing campaigns based on customer profiles and behavior.
• Oversee development and execution of targeted campaigns based on customer profiles, preferences, and engagement data.
• Collaborate with the marketing team to create personalized campaigns that resonate with target audiences.
• Work with the sales team to provide insights and tools to improve sales performance and customer engagement.
• Monitor and report on the effectiveness of CRM initiatives, providing actionable insights to stakeholders.
• Develop key performance indicators (KPIs) to track the success of CRM programs and identify areas for improvement.
• Conduct surveys and analyze customer feedback to enhance the overall customer experience.
• Utilize customer insights to inform product development and service offerings.
• Provide training and support to team members on CRM best practices and system usage.
• Serve as the primary point of contact for CRM-related inquiries and troubleshooting.
• Evaluate and recommend CRM tools and technologies to enhance operational efficiency.
• Lead the CRM system’s customization and configuration to meet business needs, driving adoption across teams.
• Stay updated on industry trends and best practices in CRM and customer experience management.

Job Requirements - Experience and Education

• Bachelor’s degree in business administration, Marketing, Data Science, or a related field; MBA or master’s degree is a plus.
• 7+ years experience in CRM, customer insights, or a similar role, with at least 3 years in a senior or managerial position.
• Proficient in CRM platforms (e.g., Salesforce, HubSpot), data analysis tools (e.g., SQL, Google Analytics), and marketing automation software.
   

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