Customer Service Specialist

3 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.

•Create targeted campaigns, including email marketing, loyalty programs, and customer feedback initiatives, to drive customer engagement and satisfaction.

•Monitor and optimize customer touchpoints across various channels, including website, social media, email, and offline interactions.

•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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