CRM Manager

3 weeks ago

Johannesburg, South Africa Specd Full time

**JOB DESCRIPTION**

**JOB TITLE**:CRM Manager

**REPORTS TO**: Head of Marketing

**PURPOSE**:
Serves as the link between the company and its customers. Responsible for the CRM implementation and advancement of strategies, plans, and systems in place to acquire and retain customers. Implement communication strategies that ensure customer satisfaction and long-term relationships.

***

**ESSENTIAL FUNCTIONS**:
- Collecting and analyzing customer data.- Use CRM systems to manage relationships.- Develop new ways to meet customers' needs.- Oversee the interactions between customers and key team members, such as Customer Service Representatives.- Monitoring customer complaint reports and implementing necessary actions to resolve customer pain points.- Creating and executing retention campaigns.- Developing marketing campaigns to attract new customers.- Collaborating with sales, marketing, customer service and operations teams to improve the customer experience.- To successfully find ways to optimize CRM software programs to market effectively to current and potential customers.- Keep customers updated on the latest products in order to increase betting and/or deposit activity.- Expand the customer base by upselling and cross-selling.- Understand key customer individual needs and finding innovative ways of addressing these.- Meet with managers in the organization to plan strategically.- Conduct business and customer behavior reviews using CRM programmes.- Know your competition and strategize and plan accordingly.

***

**PREFERRED SKILLS**:

- Bachelors degree.
- 5+ years work experience in CRM Marketing.
- Sports Betting and online gaming background.
- Digital media experience.
- Excellent professional analytical, writing, and interpersonal skills.
- Strong communication skills.
- Ability to work independently in a fast-paced environment while supporting team responsibilities and goals.
- Experience using CRM programs and CRM tools.
- Social and emotional awareness to tailor interactions for individual customers.
- Extensive product knowledge.
- Ability to collaborate well with other customer care team members.
- Analytical and data driven.

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