Job Summary:

The CRM Coordinator will manage and oversee the organization’s CRM platform, ensuring its effective use for driving customer engagement, loyalty, and retention. They

will work closely with sales, marketing, and customer service teams to create, implement, and optimize customer-centric strategies. This role requires a detail-oriented

individual with a strong understanding of CRM tools and data analysis to help refine customer interaction processes and maintain high levels of customer satisfaction.

Key Responsibilities:

• CRM System Management: Oversee the day-to-day operations of the CRM system,ensuring data accuracy, consistency, and security. Maintain and update customer

information, ensuring the CRM reflects current, high-quality data. Collaborate with IT to troubleshoot system issues, implement system updates, and optimize CRM

functionalities.

• Customer Data Analysis and Reporting: Collect, analyze, and interpret customer data to provide insights that support sales and marketing strategies. Prepare and

distribute regular CRM performance reports, detailing KPIs such as customer engagement, retention rates, and campaign effectiveness. Track customer

interactions and behaviors to identify trends and recommend improvements in customer engagement strategies.

• Campaign Management and Coordination: Coordinate CRM marketing campaigns, including email marketing, SMS, and loyalty programs. Segment customer

databases to create targeted campaigns aimed at increasing engagement and retention. Monitor the success of campaigns, measuring results, and providing

recommendations for future strategies.

• Cross-functional Collaboration: Work with sales, marketing, and customer support teams to ensure CRM efforts are aligned with business goals. Collaborate with

departments to optimize customer journeys and support lead generation and conversion efforts. Act as the point of contact for CRM training and support across

the organization.

• Customer Engagement and Retention: Develop and implement customer retention strategies to reduce churn and increase lifetime value. Engage directly with

customers as needed, gathering feedback and addressing concerns. Identify opportunities to improve the customer experience through personalized communication and value-added services.

• Documentation and Process Improvement: Document CRM workflows, best practices, and training materials to ensure consistency in CRM usage. Identify

process improvements within the CRM and customer journey to enhance efficiency and user experience. Conduct regular audits of the CRM system and processes to maintain high standards of customer data management.

Skills

Qualifications:

• Education: Bachelor’s degree in Marketing, Business Administration, Information Technology, or a related field.

• Experience: 2+ years of experience in CRM management, customer service, or digital marketing, ideally with knowledge of CRM software (e.g., Salesforce,

HubSpot, Microsoft Dynamics).

• Technical Skills: Familiarity with CRM platforms, data analysis, and basic reporting; proficiency in Excel and/or other data analysis tools.

• Soft Skills: Strong communication, organizational, and interpersonal skills; attention to detail; analytical mindset.

• Knowledge of Customer Retention Strategies: Understanding of customer lifecycle and retention strategies, including segmentation and personalized communication.

Competencies:

• Customer-focused mindset

• Ability to work cross-functionally and manage projects

• Strong problem-solving and decision-making abilities

• Ability to analyze data and generate actionable insights

• Familiarity with digital marketing and customer engagement techniques