CRM Specialist

2 weeks ago

Johannesburg, South Africa Job Crystal Full time

CRM Specialist

Johannesburg, GP, R45000 - R50000 Per Month
- Sector: Marketing
- Posted: Wednesday, 16 August 2023Job Details

**Job Title: CRM and Performance Specialist**

**Job Summary**:
As a Senior CRM Specialist, you will be responsible for working with us to help clients launch or improve their CRM capabilities. You will play a crucial role in enhancing customer engagement, loyalty, and retention by leveraging data-driven strategies and insights. Your expertise in CRM tools, data analysis, and customer segmentation will enable you to design effective campaigns and improve overall digital and physical customer experiences. Working closely with cross-functional teams, you will identify opportunities for process improvement and develop innovative solutions to drive business growth.

**Responsibilities**:

- **CRM** Strategy and Implementation**:

- Develop and execute the CRM strategy aligned with clients’ business objectives.
- Identify key performance indicators (KPIs) to measure the success of CRM initiatives.
- Implement and maintain CRM systems, ensuring data accuracy and integration with other platforms. Advise clients and other teams on implementation and maintenance of CRM systems. Your main responsibility will be to utilise the CRM systems for clients to drive business results.
- **Customer Segmentation and Personalisation**
- Analyze customer data to segment audiences and create targeted marketing campaigns.
- Utilize personalization and automation techniques to deliver relevant content and offers to specific customer groups.
- Develop and execute customer journey mapping to improve engagement and satisfaction.
- **Data Analysis and Reporting**:

- Conduct regular data analysis to measure campaign effectiveness and customer behavior.
- Generate detailed reports and dashboards to present insights to stakeholders.
- Utilize data to identify opportunities for improving customer experiences and driving revenue growth.
- Ability to link multiple data sources to tell a central story on customer journeys, experience flows and overall performance
- **Campaign Management**
- A/B test campaigns to optimize performance and increase conversion rates.
- Collaborate with client marketing teams to align CRM strategies with overall marketing efforts and business results.
- CRM Automation
- Identify digital marketing automation opportunities to streamline customer experiences and drive personalisation for results
- Implement and oversee automated customer communication workflows across the entire digital media ecosystem.
- Continuously improve CRM processes to enhance customer experiences and retention rates.
- **Team Leadership and Collaboration**:
- Help grow the CRM capability and team in Flume with support from the Head of Strategy
- Collaborate with cross-functional teams, including Strategy, Development, Creative, Data Analytics and Paid media to align activities and outcomes.

**Requirements**:

- Bachelor's degree in Marketing, or a related field.
- Proven experience (typically 5+ years) in CRM management, with a focus on strategy development and execution.
- Proficiency in CRM tools and platforms, such as Salesforce, HubSpot, or similar.
- Strong analytical skills with the ability to interpret data and derive actionable insights.
- Demonstrated experience in customer segmentation, personalisation, and journey mapping.
- Solid understanding of marketing automation, lead nurturing, and customer lifecycle management.
- Strong communication and presentation skills, with the ability to effectively convey complex concepts to diverse audiences.
- Detail-oriented, self-motivated, and able to work both independently and as part of a team.

**A little bit about our department culture**
- We appreciate resourcefulness and being proactive. Our strat department creates an

environment which makes the space for you to bring new ideas and try stuff
- Our smarts are not our defining factor but rather how useful and valuable we are to other

Flumers and clients
- Our department is young and ambitious and full of personality
- We take the work seriously but not ourselves
- We believe that good and fun people make good strategists - life is too short to spend it

with grumpy or negative people

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