Job description

Responsibilities - Leads CRM strategy and execution in activities in data collection on customer insights concerning CRM programs and the business. This is for the purpose of ensuring that there is consistency in data-driven decision making and strategy formulation within the division and in CRM campaigns, programs, and aligning CRM solutions. - Determines the scope of support necessary from other organizational departments such as the IT department to support CRM programs and follows up on establishing those relationships. - Plays key role in the development and maintenance of relationships not only internally but also externally with various service and data analysis providers to drive the most value from CRM. - Working collaboratively across nearly all functional areas within the division and the Marketing team, leads the formulation of CRM strategies and programs/campaigns and ensures that they stay aligned with the business’s overall objectives. Also tasked with structuring those strategies and campaigns against allocated budgets and playing a leading role in the CRM budgetary allocations. - Develops, manages, and reviews the annual CRM budgets and makes forecasts, ensuring that all CRM programs fall within the allocated budget and timeline. - Plays a major role in devising and implementing business planning against key performance indicators and financial projections, taking appropriate corrective measures if required to maximize the business prospects in terms of revenue and profit generation. - This is also a collaborative position, including working closely with the Sales department by providing the personnel with their expertise in sales decision making as well as engaging in consumer acquisition and retention approaches that compliment and support sales efforts. - Serves in lead role in the formulation of CRM strategies, campaigns, risk management measures, and solutions as well as the determination of budgetary allocations within the department. - This position has analytical responsibilities, with monitoring and evaluation of CRM campaigns and activities to measure ROI, prioritize resources, and enable continuous improvement in customer acquisition and retention initiatives. In this capacity, the role also conducts consumer experience research, consumer segmentation, and consumer roadmap analyses. - Consistently evaluates customer and prospect data, in terms of customer behavior, program engagement, rewards redemptions, user experience analyses, as well as business performance metrics in order to realize areas of improvement in the business with focus on driving better results in consumer acquisition and retention. - Also monitors and conducts research on trends in the CRM field within the commercial sector and identifies emerging opportunities that the business could capitalize on and gain a competitive advantage in terms of consumer acquisition and retention. - The position also performs other duties as he deems necessary in the execution of his duties and duties as assigned. Qualifications/Education - Education: Must have a Bachelor’s degree in Business Administration, Economics, Finance, Engineering, Information Technology, or any other related field. - Experience: A suitable candidate will have a minimum 7 years of experience in CRM working in a fast-paced and competitive market setting, preferably as a Senior CRM Manager. This should be inclusive of proven experience in developing and delivering CRM strategies for a business, resulting in an increase in consumer value and revenue. Must also have knowledge of CRM systems and Microsoft Dynamics is a major plus. - The candidate must have proven experience with CRM campaigns from conceptualization to successful completion, demonstrating exceptional leadership and management skills in the process. Must also have experience in creating high quality reports and documentation for both internal and external audiences to further enhance CRM efforts. - Experienced in budget development and the establishment of procedures for the purpose of monitoring progress against the business’s plans and objectives and ensuring the best application of finances and other resources. Communication Skills: Communication skills are an important quality, both in verbal and written form. Being a collaborative position, effective execution of cross-functional and departmental duties will be highly dependent on the clarity of communication down the line. - Has a responsibility to create reports generated in the execution of his analyses. These reports are presented to senior management and key stakeholders and must be well structured, clear, concise, easy to understand, and unambiguous. Must also be capable of defending the conclusions and proposals resulting from his findings/reports articulately and convincingly. Analytical Skills: Must have keen interest and ability in conducting analyses of data and deriving insight from those data analyses. This should be coupled with logical thinking in approaching issues to achieve productivity gains and ongoing improvement in key processes. - Must have an understanding and experience of tools and targeting systems, most notably, Microsoft Dynamics, Power BI, and SharePoint. Experience with integrating or converting CRM platforms are an advantage. - Microsoft Office/Software knowledge and experience are a must.

Requirements