Customer Relationship Management Business Operations Expert

Job Description

We are seeking a skilled and detail-oriented CRM expert to join our team. In this role, you will serve as a bridge between business stakeholders and the technical team to ensure that our CRM solutions meet business needs and drive customer success.

About the Role

You will work closely with marketing, sales, customer service, and IT teams to define CRM requirements, optimize processes, and deliver impactful solutions to enhance customer relationships and business performance.

Main Responsibilities :

• Collaboration : Collaborate with business stakeholders to understand CRM needs, goals, and processes across sales, marketing, and customer service teams.
• Documentation : Document and prioritize business requirements, ensuring alignment with CRM objectives.
• System Configuration : Define system features, workflows, and business processes, ensuring they are mapped to CRM capabilities.
• Technical Integration : Work with technical teams to configure and customize CRM platforms based on business requirements.
• Recommendations : Provide recommendations on CRM best practices and tools that optimize customer relationship management and drive business growth.
• Performance Monitoring : Monitor CRM performance and identify areas for improvement in functionality, usability, and integration.
• Process Analysis : Analyze and streamline existing customer-related processes, identifying bottlenecks, inefficiencies, and opportunities for automation.
• Functional Support : Work closely with functional teams to ensure the CRM solution supports and enhances day-to-day operations.
• Workflows Development : Develop workflows, process maps, and user stories for CRM implementation or updates.
• Data Analysis : Analyze CRM data to provide actionable insights into customer behavior, sales trends, marketing effectiveness, and customer satisfaction.
• Dashboards Design : Design and develop dashboards, reports, and performance metrics for stakeholders.
• Data Quality : Support data quality initiatives and ensure CRM data integrity, accuracy, and consistency.
• User Training : Provide training and ongoing support for CRM users across different departments.
• Document Creation : Create user manuals, training materials, and best practice guides for CRM users.
• Troubleshooting : Troubleshoot CRM-related issues and provide timely solutions to end-users.
• Project Management : Manage CRM-related projects, from requirements gathering to implementation and go-live, ensuring timelines, resources, and deliverables are effectively managed.
• User Acceptance Testing : Perform user acceptance testing (UAT) to ensure new features meet business needs and function as expected.

We strive to provide innovative solutions for businesses like yours. Our goal is to foster a culture of collaboration, knowledge-sharing, and continuous learning. We believe in empowering our employees to grow professionally and personally while making a positive impact on our clients' success.