CRM Coordinator

3 days ago

Johannesburg, South Africa Platinum Engineering Specialists Full time

**CRM Coordinator**

**Main Purpose of the Role**:

- Optimizing and implementing the elected business CRM software program to market effectively to current and potential customers.
- To analyse buying trends or customer activity to improve sales.
- Using the elected CRM software program to improve potential and existing customer relationships.

**Reports to**: Marketing Operations Manager.

**Internal Team Interaction**:(Information, support, advice): Within own division and across organisation:

- exchange of information, advice, support, persuasion, negotiation

**External Team Interaction**:

- Suppliers, service providers, endorsees & ambassadors, dealers, customers, media: exchange of information, support, advice, persuasion

**1. CRM Marketing**
- Targeting customers according to their stage in the customer journey with relevant and tailored marketing campaigns or messages.
- Customer surveys to CRM driven social media campaigns.
- Proficiency with Microsoft Dynamics 365 and Microsoft Dynamics 365
- Marketing module as the elected business CRM tool.
- Use the elected business CRM tool to create audience segments to target the relevant cohorts with targeted campaigns.
- Create and execute customer acquisition/engagement strategies in line with marketing and company objectives.
- Adopt a test and learn approach to campaign development, carry out regular A/B and multi variant testing.
- Utilize analytical tools, both within the elected CRM tool and within Google Analytics to conduct regular post campaign analysis for reporting purposes pertaining to ROI.
- Act as the go between, between the marketing team and commercial sales teams with reference to prospect and lead management processes.
- Responsible for the coordination and management of the sales funnel in relation to internal teams, company owned dealerships as well as external dealer networks.
- Establish workflows and standards for entering data into CRM.
- Identifying ways to improve the usage of CRM.
- Initiating the automation of marketing related tasks and responses.
- Analysing market reports to determine what kind of trends the business should respond to.
- Writing manuals and teaching staff how to use the elected business CRM tool.
- Encouraging customer conversion and maintaining existing customer relationships through the use of marketing material.
- Maximize the use and functionality of the elected business CRM tool.
- Ensure that appropriate and effective messaging is taken to market.
- Ensuring that all POPI Act principals and pillars are upheld and adhered to.
- Effective database management and reporting.
- Lead management to encourage conversion.
- Upskilling marketing team members on CRM best practices and skills.

**2. Contribution to Strategy**
- Contribution to the creative execution plan for marketing strategy at large
- Optimise market penetration and market share.
- Maximise brand/product exposure.
- Drive conversion rates

**3. Administration**
- Management of relationship between the business and the elected business CRM software service provider.
- Keep records of meetings, agreements and discussions.
- Administrational support as required by the Operations Manager, including but not limited to: reporting and budget preparational input.
- Quantitative reasoning: the justification of activities and spend through the gain of data.
- Ensure that relevant data is collected from all marketing initiatives for ingestion into the company CRM system stays abreast of relevant marketing & digital marketing trends, changes, platforms and technologies and ensures proficiency therewith.
- Stays abreast of tech changes and improvements to the elected business CRM tool.
- Time management essential
- Driving accountability of the service provider to maximize effectiveness of the elected software tool.
- Accurate and complete Adds value & capacity to division Leverage of new tech to achieve company objectives and drive conversions.

**4. Teamwork**
- Assist Aftersales team with administration requirements
- Compile service bulletins as per Technical Manager’s requirements
- Compile warranty bulletins as per Warranty Manger’s requirements
- Forwarding Dealer communication
- Maintaining and updating the general OneDrive information for dealers.
- Send out daily parts sales status reports to Aftersales Managers.
- Assist with the Safety Health and Environment processes and procedures’.
- Assist with ad-hoc aftersales functions and duties required
- Team objectives achieved.
- Execution of all tasks to Highest level. Cross functional team outputs

**5. Minimal Acceptable Standards**
- Minimal acceptable standards are enforceable for this role.
- Signature of mínimal acceptable standards indicates the role player’s acceptance of mínimal requirements in terms of the execution of the role relating to performance and required skill sets.
- Disciplinary process will be followed should the role players performance not meet the mínimal acc

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