CRM Coordinator

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
Specialising In Professional HR Talent, Training & Development
NO. WHAT?
ACTIVITY
HOW?
TASKS TO BE EXECUTED
CRITICAL OUTCOMES
REQUIREMENT
1. CRM
Marketing
- Targeting customers according to their stage
in the customer journey with
- relevant and tailored marketing campaigns
or messages.
- Covering a range of campaign types from
- 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.
Specialising In Professional HR Talent, Training & Development
2. Contribution to
Strategy
- Create and execute customer
acquisition/engagement strategies in line
with marketing and company objectives.
- 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. AdministrationManagement 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. TeamworkAssist 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.
- Sig