CRM Analyst

4 months ago

Cape Town, South Africa Lula Full time

**WHAT WE DO**

We're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business banking accounts and cutting-edge financial analysis tools, we're on it

Our purpose is to help SMEs manage their business better, faster, simpler, Lula, so they can spend more time doing what they love.

Speaking of love, we're looking for Lula's who love to make a difference to join our team and change the game.

**WHY WE DO IT**

We care about our family, our work, our community, our country.

We're passionate about EMPOWERING EVERY SME TO SUCCEED.

And to do it, we're BUILDING THE NEXT GENERATION OF FINTECH PRODUCTS TO HELP SMES MAKE CASH FLOW.

Why? Because the more businesses that succeed, the more jobs, money, and opportunities for all South Africans - including Y.O.U.

So get curious.

Rise to the challenge.

Don't settle for average.

Shoot for amazing.

We're here to change the game, the norm, the world,

Because when we change something for the better, we change ourselves too.

You are.

We are.

Lula

**OUR VALUES**

**Collaborative **_- we're a clan and work together as a team, always towards a common goal_

**Committed**_ - we're accountable and follow through no matter the challenge_

**Curious **_- we look for better ways to do things and make a positive difference_

**Connected**_ - we stay close to, learn from and look to understand each other and our customers_

**Compassionate**_ - we go out of our way to care about our colleagues, our customers and our community_

**OVERALL PURPOSE**

We are looking for an experienced CRM Analyst to join our Business Operations (BizOps ) team to maintain, review and enhance our CRM implementation.

**Responsibilities include but are not limited to**:

- Overall review of existing pipeline configuration.
- Provide best practise and tool specific solutions to enable business process efficiencies.
- Work closely with Subject Matter Experts and Operations Managers to advise on best utilization of CRM tool to address business requirements.
- Identify the specific areas that need improvement or updates done through user feedback, data analysis, and stakeholder input.
- Pinpoint areas where improvements can be made, such as updating pipeline automations, utilization of tool features, rationalization of process touch points.
- Managing the internal testing and rollout of changes across all teams.
- Manage company specific configurations such as new apps, fields and workflows.
- Using analytics to identify agent/process productivity opportunities.
- Performing hands-on implementation of day to day changes
- Reviewing and tuning in workflows in Zendesk
- generate insightful reports that provide valuable insights for decision-making at the executive level
- Defining and maintaining roles for each key type of user within Zendesk Suite.
- Maintaining data and configuration hygiene within the system.

**THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR**
- Matric/ grade 12 certificate or equivalent achieved
- 2-3 years' experience in Zendesk Sell, Salesforce, Zoho, or related CRM system
- Well-versed in the JIRA suite, with extensive experience in utilizing its features
- Passionate about delivering customer experience above and beyond customer expectation

**THE COMPETENCIES WE'RE AFTER**
- Ability to administer multiple complex deliveries under pressure
- Ability to adapt to changing circumstances and priorities
- Excellent planning and organisation skills
- Excellent communication skills
- Strong stakeholder management skills with the ability to manage expectations, risks and issues in a proactive manner
- Strong collaboration skills and a passion for working with people
- Strong analytical and problem-solving skills
- Deadline driven - you know what success looks like and how to measure it
- Positive, high energy and committed to live, demonstrate and get excited about the Lula values

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