Recruiter at Amethyst Asia Partners
Views:24 Applications:16 Rec. Actions:Recruiter Actions:2
Manager - Customer Relationship - Real Estate (5-11 yrs)
Your Impact :
As a CRM Specialist you will be responsible for implementing and managing our Customer Relationship Management (CRM) system to optimize customer interactions and drive business growth. You will collaborate with cross-functional teams to design, execute, and refine CRM strategies and ensure our customers receive a personalized and seamless experience.
Minimum Qualification :
- Bachelor's degree in business or related field.
- +5 years of experience in CRM
- Proven experience in CRM administration and strategy development.
- Excellent analytical skills with the ability to derive insights from data.
- Strong communication and interpersonal skills.
- Detail-oriented with a focus on data accuracy.
- Problem-solving skills and the ability to work collaboratively in a team environment.
Key Responsibilities :
CRM System Management :
- Administer and maintain our CRM system, ensuring data accuracy, system integrity, and security.
- Customize and configure the CRM to meet the specific needs of our business processes.
- Monitor system performance, troubleshoot issues, and coordinate with IT for any necessary enhancements or fixes.
- Document information about leads, including their source, contact details, and any notes regarding their preferences or requirements.
Customer Engagement :
- Foster positive and lasting relationships with customers by delivering exceptional service and support.
- Ensure timely responses to customer inquiries and requests through various communication channels, including phone, email, chat, and social media.
- Proactively reach out to customers to gather feedback, address concerns, and offer assistance.
Documentation, Data Collection and Maintenance :
- Execution, managing and tracking of all agreements and contracts related to customers and channel partners
- Document all email and communication exchanges with clients, prospects, and colleagues within the CRM system
- Collect and maintain accurate and up-to-date customer data within the CRM system.
- Continuously enrich customer profiles with relevant information, such as purchase history, preferences, and communication preferences.
- Regularly clean and validate customer data to reduce inaccuracies and duplicates.
Customer Segmentation :
- Use CRM data to segment customers based on various criteria, such as demographics, behaviour, and purchase history.
- Tailor marketing and communication efforts to specific customer segments to increase engagement and conversions.
- Leverage CRM insights to personalize interactions with customers, such as personalized product recommendations and content.
- Send targeted and relevant marketing campaigns to enhance the customer experience.
Customer Retention :
- Develop and implement strategies to improve customer retention rates.
- Identify at-risk customers and proactively address their concerns or issues.
- Create loyalty programs or incentives to encourage repeat business.
Sales and Upselling :
- Collaborate with sales teams to identify cross-selling and upselling opportunities with existing customers.
- Use CRM data to recommend additional products or services that align with customers' needs and interests.
Customer Feedback and Insights :
- Collect and analyze customer feedback to identify areas for improvement in products or services.
- Share customer insights with relevant teams to drive product development and service enhancements.
Payment Collection and Billing :
- Track and manage customer payments and billing information within the CRM.
- Send payment reminders and follow up on overdue accounts to ensure timely collection.
Reporting and Analysis :
- Generate reports and dashboards from CRM data to measure key performance indicators (KPIs) related to customer interactions and collection efforts.
- Analyze trends and metrics to make data-driven decisions and optimize CRM strategies.
Strategy Development :
- Collaborate with marketing, sales, and customer service teams to develop CRM strategies that enhance customer experiences and drive revenue growth.
- Segment customers based on behavior, demographics, and other criteria to personalize marketing and communication efforts.
- Implement and optimize marketing automation workflows and email campaigns.
Training and Support :
- Provide training and support to internal users on CRM best practices and usage.
- Serve as the go-to resource for CRM-related questions and issues.
Integration and Expansion :
- Evaluate and integrate new tools and technologies that can enhance our CRM capabilities.
- Identify opportunities to expand the CRM's functionality and integration with other systems.
- Effective communication skills
Software Skills :
- Microsoft Office
- Excel (Intermediatory)
- Outlook (Advanced)
- PPT (Intermediatory)
- Word (Intermediatory)