Lead CRM

**JOB PURPOSE**

The Lead CRM is responsible for overseeing the implementation, optimization, and strategic use of the Customer Relationship Management (CRM) system to enhance customer engagement, sales effectiveness, and business processes. This role plays a critical part in driving CRM strategy and maximizing the value of customer data within the organization.

**RESPONSIBILITIES**

**CRM Strategy and Roadmap**
- Develop and execute CRM strategies aligned with business goals to drive customer acquisition, retention, and satisfaction
- Define CRM system requirements, enhancements, and integrations based on business needs and customer insights
- Collaborate with cross-functional teams (Sales, Marketing, Customer Service) to align CRM initiatives with overall business objectives

**CRM System Implementation and Optimization**
- Lead the implementation and deployment of CRM solutions, ensuring proper configuration, customization, and integration with existing systems
- Customize CRM workflows, data fields, reports, and dashboards to support sales, marketing, and customer service processes
- Continuously optimize CRM system performance, usability, and data quality through regular updates and enhancements

**User Training and Adoption**
- Conduct training sessions and workshops to educate users on CRM best practices, features, and capabilities
- Promote CRM adoption among sales and marketing teams, providing ongoing support and guidance to maximize user engagement and productivity.
- Monitor user feedback and address usability issues to enhance user experience and satisfaction with the CRM system

**Data Management and Analysis**
- Define data governance policies and procedures to ensure data accuracy, integrity, and security within the CRM platform
- Implement data quality controls, deduplication processes, and data enrichment strategies to maintain clean and reliable customer data
- Utilize CRM data for analytics, segmentation, and reporting to derive actionable insights and support data-driven decision-making.

**Integration and Automation**
- Collaborate with IT teams to integrate CRM with other business systems (e.g., ERP, marketing automation) to streamline processes and data flows
- Implement workflow automation, triggers, and alerts within the CRM system to improve efficiency and productivity
- Identify opportunities for AI-driven personalization and automation to enhance customer interactions and sales effectiveness

**Stakeholder Engagement and Relationship Management**
- Engage with key stakeholders and executive leadership to communicate CRM strategy, performance metrics, and business impact
- Build strong relationships with CRM vendors, consultants, and technology partners to stay informed about industry trends and best practices

**Self-Management & Leadership**
- Set an example through personal quality and productivity standards and ways of working with others
- Demonstrate abilities to anticipate and manage change. Demonstrate flexibility. in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs
- Drive customer centricity
- Ability to lead and mentor a team of database administrators

**Work Collaboratively**
- Build a culture of integrity, respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organisation
- Facilitate opportunities to engage and collaborate with external stakeholders (Retailers and POS Companies) to develop joint solutions
- Demonstrate ability to work in teams
- Demonstrate ability to communicate at all levels

**BEHAVIOURAL COMPETENCIES**
- Customer Focus
- Instills Trust
- Cultivates Innovation
- Collaborates
- Situational Adaptability
- Business Insight
- Manages Complexity
- Plans and Aligns
- Balances Stakeholders
- Ensures Accountability
- Collaborates
- Cultivates Innovation
- Customer Focus
- Instills Trust
- Situational Adaptability
- Tech Savvy

**EDUCATION**
- Matric
- Bachelor’s degree in information technology, Computer Science, Data Science, or a Business Administration, or a related field. Master's degree or relevant certifications (e.g., PMP, ITIL) preferred
- Certifications in CRM platforms (e.g., Salesforce Administrator, Salesforce Certified Sales Cloud Consultant) are highly desirable

**EXPERIENCE**
- 5+ years of experience in CRM administration, implementation, or management roles, with demonstrated expertise in CRM systems (e.g., Salesforce, Microsoft Dynamics, HubSpot)