Customer Service Specialist

2 months ago

Cape Town, South Africa CME Recruitment Full time

Our client an innovative luxury brand retail company is looking for a qualified Customer Relationship Specialist.

Purpose:
As a CRM (Customer Relationship Management) Specialist, you will play a pivotal role in nurturing and expanding our customer base while ensuring an exceptional customer experience. You will work closely with cross-functional teams to develop and execute strategies aimed at maximizing customer engagement, retention, and loyalty.

**Qualifications**:

- Bachelor’s Degree in Marketing, Business Administration, or a related field.
- Proven experience 5 years in CRM, customer experience management, or a similar role.
- Strong knowledge of Paid media channels including Google Ads (Search, Display, Shopping & YouTube), META and TikTok
- Knowledge of e-commerce and digital marketing trends is preferred.
- Proficiency in CRM software and tools (e.g., Salesforce, HubSpot, Zoho CRM, Microsoft Dynamics or similar platforms).

**Responsibilities**:

- Develop and implement CRM strategies to enhance customer acquisition, retention, and lifetime value.
- Utilize CRM tools and platforms to segment customers effectively and personalize communication and marketing efforts.
- Collaborate with Marketing, digital and retail teams to integrate CRM initiatives into overall business strategies.
- Analyse customer data and behaviour to identify trends, preferences, and opportunities for improvement.
- Establish KPIs and performance metrics to measure the effectiveness of CRM initiatives, regularly reporting on results and insights to stakeholders including the ExCo Team.
- Stay informed about industry trends, best practices, and emerging technologies in CRM and customer experience management.
- Provide training and support to internal teams on CRM tools, processes, and best practices.
- Continuously assess and refine CRM strategies based on customer feedback, market dynamics, and business goals.
- Support the greater Marketing team and business across different functions (Brand & Communications, Retail, Design & Digital) in daily administrative tasks.

Skill Set:
Technical Proficiency:

- Ability to customize CRM software to meet business needs through configuration, automation, and integration with other tools.
- Knowledge of CRM best practices, including data hygiene, segmentation, and reporting.

Analytical Skills:

- Proficiency in data management and analysis within CRM systems to derive insights.
- Understanding of key performance indicators (KPIs) and metrics related to customer acquisition, retention, and lifetime value.
- Experience with A/B testing and experimentation to optimize CRM campaigns and strategies.

Communication and Collaboration:

- Strong written and verbal communication skills for interacting with team members, stakeholders, and ExCo Team.
- Ability to collaborate cross-functionally with sales channel, marketing, and customer support teams to align CRM strategies with overall business objectives.
- Skill in training and educating team members on CRM processes and best practices.

Project Management:

- Capability to manage CRM implementation projects, including requirements gathering, planning, execution, and post-implementation support.
- Experience with Agile or other project management methodologies.
- Ability to prioritize tasks and manage time effectively to meet project deadlines.

Problem-Solving and Adaptability:

- Aptitude for identifying issues or inefficiencies in CRM processes and developing solutions to address them.
- Flexibility to adapt to changing business requirements and technology landscapes.
- Resilience in troubleshooting technical issues and providing timely resolutions.

Customer Focus:

- Dedication to understanding customer needs and preferences to enhance their experience.
- Ability to develop and execute customer-centric CRM strategies aimed at improving satisfaction and loyalty.

Data Privacy and Compliance:

- Understanding of data protection regulations (e.g., GDPR, POPIA) and best practices for ensuring compliance within CRM operations.
- Commitment to safeguarding customer data and maintaining privacy and security standards.

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