About this opportunity
Extramarks is looking for a Customer Relationship Manager (CRM) Strategist. We view this as an extremely important and interesting role. The behavioral data thus collected will enable us to create a tangible sales and marketing plan. As a CRM specialist, you must know the needs of our customers and be aware of the problems that the customers want to be resolved. Besides dealing with customer requests, you must be able to offer ideas and insights as a means of enhancing their experience with our Company. If you enjoy the challenge of meeting the customer's expectations this might be your opportunity to do so with us.
We are looking for a CRM Strategist who will be responsible for the design, implementation, and support of the CRM strategy. The specialist will also be responsible for managing, analyzing, and interpreting data to provide insight and support strategic business decisions. The main area of focus however is to support and make best-practices recommendations to all teams which use the CRM solution. Additionally, in this role, one would need to collaborate with business areas to gather and document new and existing requirements while providing recommendations and suggestions for solutions.
CRM Strategists should have a basic understanding of sales and marketing as well as in the process mapping. They would need to understand the software, should be able to run complicated data sets, and discern meanings from the same. Their sales and marketing skills would come to the forefront since they need to help the sales/marketing teams tweak and hone multifaceted communications programs designed to drive sales. This role will also support and assist with end-user training and coordinate the implementation of these services for the business.
Responsibilities
- Plan and deliver CRM strategies across the organization to retain existing customers, increase brand loyalty, and expand the company's brand value.
- Make sure the customer database is correctly segmented to target marketing activities appropriately.
- Collaborate with IT on defining the capabilities and driving the implementation of the required CRM infrastructure.
- Oversee CRM data governance which will include: Data standards, Data audit, Data structures, User access rights, Reporting.
- Strategically plan, execute, and assess the performance of individual CRM program strategies within the internal teams.
- Update and maintain stakeholder records within the CRM system.
- Own the responsibility for retention campaigns, right from conceptualization to analysis. This will include idea generation, proposal preparation, overseeing the production process, and execution.
- Ensure the CRM system provides an effective sales funnel.
- Analyze market reports to determine what kind of marketing trends the business should respond to.
- Troubleshoot software or user errors that inhibit the efficiency of the interaction between people and technology.
Requirements
- Proven experience (2-3 years) working on CRMs preferably Salesforce.
- Functional expertise with CRM and analytical systems.
- Knowledge of online marketing methods and best practices.
- Bachelor's degree in an analytical field (Maths, Economics, Engineering, Statistics, etc), an MBA is a plus.
- Organizational skills that will help to juggle competing demands between marketing, sales, customers, and management.
- Strong mathematical skills to analyze reports and work with large data sets.
- Attention to detail, to manage the integrity of the CRM data.
- Commercial awareness to understand the target market and design campaigns accordingly.
- Strong communication skills along with a customer-oriented attitude.
- Demonstrated ability to convey a sense of urgency, openness to new ideas, inclusion and diversity, integrity, customer focus, and respect.