Lead CRM

3 months ago

Johannesburg, South Africa Top Talent Professional Services Full time

The Lead CRM is responsible for overseeing the implementation, optimization, and strategic use of the Customer Relationship Management (CRM) system to enhance customer engagement, sales effectiveness, and business processes. This role plays a critical part in driving CRM strategy and maximizing the value of customer data within the organization.

CRM Strategy and Roadmap

CRM System Implementation and Optimization

User Training and Adoption
Develop and execute CRM strategies aligned with business goals to drive customer acquisition, retention, and satisfaction.
Define CRM system requirements, enhancements, and integrations based on business needs and customer insights.
Collaborate with cross-functional teams (Sales, Marketing, Customer Service) to align CRM initiatives with overall business objectives.

Lead the implementation and deployment of CRM solutions, ensuring proper configuration, customization, and integration with existing systems.
Customize CRM workflows, data fields, reports, and dashboards to support sales, marketing, and customer service processes.
Continuously optimize CRM system performance, usability, and data quality through regular updates and enhancements.

Conduct training sessions and workshops to educate users on CRM best practices, features, and capabilities.
Promote CRM adoption among sales and marketing teams, providing ongoing support and guidance to maximize user engagement and productivity.
Monitor user feedback and address usability issues to enhance user experience and satisfaction with the CRM system.

Data Management and Analysis

Integration and Automation Define data governance policies and procedures to ensure data accuracy, integrity, and security within the CRM platform.
Implement data quality controls, deduplication processes, and data enrichment strategies to maintain clean and reliable customer data.
Utilize CRM data for analytics, segmentation, and reporting to derive actionable insights and support data-driven decision-making.

Collaborate with IT teams to integrate CRM with other business systems (e.g., ERP, marketing automation) to streamline processes and data flows.
Implement workflow automation, triggers, and alerts within the CRM system to improve efficiency and productivity.
Identify opportunities for AI-driven personalization and automation to enhance customer interactions and sales effectiveness.

Stakeholder Engagement and Relationship Management

Engage with key stakeholders and executive leadership to communicate CRM strategy, performance metrics, and business impact.
Build strong relationships with CRM vendors, consultants, and technology partners to stay informed about industry trends and best practices.
Act as a subject matter expert on CRM-related matters, providing guidance and thought leadership to drive innovation and continuous improvement.
Self-Management & Leadership Set an example through personal quality and productivity standards and ways of working with others.
Demonstrate consistent application of internal procedures. Plan and priorities, demonstrating abilities to manage competing demands.
Demonstrate abilities to anticipate and manage change. Demonstrate flexibility. in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs. Drive customer centricity
Ability to lead and mentor a team of database administrators

Work Collaboratively Build a culture of integrity, respect and understanding across the organisation.
Recognise outcomes which resulted from effective collaboration between teams.
Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organisation.
Facilitate opportunities to engage and collaborate with external stakeholders (Retailers and POS Companies) to develop joint solutions.
Demonstrate ability to work in teams.
Demonstrate ability to communicate at all levels.
Self-Management Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
Demonstrate consistent application of internal processes.
Plan and prioritize, demonstrating abilities to manage competing demands.
Demonstrate abilities to anticipate and manage change.
Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational requirements.
Demonstrate attention to detail.
Demonstrate good organizational skills, planning, prioritizing and execution.
Demonstrate good time management, essential for good self-management.
Demonstrate good goal setting skills in maintaining productivity.
Demonstrate good self-motivation to ensure progress on projects and activities.

Requirements:

  • previous experience of managing a CRM team
  • previous experience in moving/migrating from an on-prem environment to a cloud environment/experience in leading a CRM implementation
  • Experience in working with a CRM partner and managing the relationship with the vendor
  • Understanding and documenting business processes to ensure that a CRM implementation meets business requirements
  • Experience with Microsoft Dynamics CRM 2016 on prem and Microsoft CRM 365 (Oracle Fusion CRM experience an advantage)

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