CRM Specialist

Summary:

• CRM Specialist Acts as a point-of-resource to all the other departments in the company relating to the CRM software
• Generate and interpret the data from the software
• Work with various teams to improve customer care, sales and marketing based on the CRM numbers and data
• Grant user access
• Maintain the integrity of the information stored in the CRM
• Review the current processes within the company and propose updates to them to align them with the CRM data
• Ensure the CRM's accuracy and reliability

Responsibilities:

• Plan and deliver CRM strategy with a view of retaining existing customers, improving customer experience, increasing repeat visitation, and growing qualified databases.
• Segment and manage customer data for regions, venues, programs, offers etc. and set up appropriate funnels and campaigns within CRM software that deliver results for the business.
• Set up marketing automation and establish workflows for data capture, always ensuring data integrity.
• Delivery of all CRM activities for the business to meet agreed KPIs – including direct calls, mail, SMS marketing, mobile messaging, loyalty program in line with marketing calendars for the brand.
• Leverage campaign results to run the planning and testing process to continuously drive increased customer interest, conversion, sales, and profitability across segments and channels
• Customize and pull marketing reports from CRM system on a weekly basis with analysis of trends, successes, and learnings. Set up live dashboards for campaigns
• Create campaign specific landing pages and webforms on website to support CRM campaigns and capture data.
• A keen eye for detail to be able to identify issues and to deliver solutions for any CRM issues that arise. Drive continuous improvement of all aspects the CRM system.
• Monitor trends in the market and via CRM integration and share trends and insights

Required Education:

• degree in Marketing or equivalent

Required Experience:

• 1 year Min

Required Competencies:

• Experience of actively using and optimizing CRM techniques including segmentation, campaign planning, implementation and evaluation
• Good knowledge of HTML
• Experience of working with Content and/or Campaign Management Systems
• Experience with a Marketing Automation tool (Marketo, Salesforce Marketing Cloud, Eloqua, Zoho or similar)
• Ability to manage multiple projects at the same time
• Advanced user of Microsoft Office (Excel, Word, Outlook etc)
• Strong copywriting, design, segmentation, and testing skills in English and Arabic
• Has Flexibility working shifts.