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Specialist CRM

3 months ago

Pretoria, Gauteng, South Africa Mercedes-Benz South Africa Ltd Full time

Aufgaben:

  • Specialist CRM (SalesForce)
  • Objective of the job:
  • Support the achievement of the SalesForce, CRM & Lead strategy, with conceptualization and implementation of CRM, datadriven activities.
  • Ensure accurate data capturing, consolidation, maintenance and accessibility.
  • Continuous collaboration with all stakeholders is required to ensure smooth implementation of activities and a seamless user journey providing maximum value to business and customers (including CRM communications, communication plans, customer journeys, contact strategies and reporting).
  • Ensure a focus on datadriven marketing & sales, automation and innovation.
  • To perform duties in compliance to the Company's Integrity & Anti Bribery Codes, Conflict of Interest Policy & S.H.E.Q requirements and to perform delegated S.H.E.Q tasks and duties & to inform superior about deviations.
  • All activities will be done in compliance with the Company's Integrity Code and other relevant policies.
  • Main:
  • CRM: Implement communication to customers in a timeous fashion.
Report on campaign based results and manage the customer marketing communications. Implement & automate contact strategies, customer journeys and continually optimise this process to handle as effectively and efficiently as possible. Work within POPI laws.

  • Data Governance: Maintain the data standards on CRM systems. Work with the POPI gatekeeper to support compliant data sharing. Support the business with all documentation & approvals. Ensure that data input (both structured and unstructured from various input systems) is accurate and that the structure and movement of data is documented, easily accessible and secure.
  • System Development and Enhancement projects: Provide input and support to IT/MBAG to develop CRM and customer experience systems. Endtoend project management required on related enhancements or rollouts. Provide requirements for new developments as well as documentation in terms of all processes. Troubleshoot requirements and solutions. Provide regular feedback on progress of projects. Follow up and escalate any potential areas of concern or optimisation. Ensure optimal data flow and accuracy through all relevant systems.
  • Ongoing: Be a responsible custodian of Salesforce. Endtoend project management and documentation. Project plans and expectations must be clearly communicated. Ensure maximum visibility and uptime of relevant platforms. Monitor, analyse, maintain and optimise relevant platforms. Ensure efficient and effective processes (automation and innovation).
  • Work in an agile and responsive manner and align with team sprints.
  • Ensure compliance to MBAG security, IT standards and POPI Act.

Knowledge, Skills and Attributes:

  • Database proficient (data cleansing, extraction, analysis)
  • SQL experience
  • MS Office (advanced knowledge MS Access, MS Excel, SQL Server, etc) Analytical thinking skills with attention to detail
  • Reporting & PowerBI skills advantageous

Experience:

  • 2 years' experience in relevant field

Qualifikationen:

  • Matric + National Certificate in information technology.