Description:
The CRM & Reporting Administrator is responsible for managing the Customer Relationship Management (CRM) system on a day-to-day basis. The candidate will be process-orientated, pay close attention to details, and have analytical thinking skills. Additionally, this role will require in-depth knowledge of internal sales, marketing, and business processes.
Key Performance Areas:
· Policing of company data, which is entered by a number of CRM users.
· Ensuring data is correct across all departments of the business.
· Identifying & correcting errors made by system users.
· Communicating errors made by users in a friendly, helpful manner.
· Checking to ensure that all opportunities are up to date, in real time.
· Ensuring all data fields are populated correctly at all times.
· Reporting improper system usage to senior management.
· Providing central point of contact for all change requests & system alterations.
· Creating or updating training manuals, policies, and procedures.
· Working with senior management to ensure key functionalities are understood.
· Enforcing new user adoption by monitoring login history.
· Design, develop, test, and implement new processes, such as lead management, campaign management, surveying, internal workflows, etc.
· Providing user help-desk support for all system users - Troubleshooting, identifying problems and working with I/T to resolve or escalating to I/T if needed.
· Technical issues and work with Users to provide proper training.
· Building custom reports and dashboards specific to job functions.
· Maintaining control of access rights, security settings, and user privileges.
· Preventing unauthorized access from ex-employees via de-provisioning.
· Generating detailed process maps for sales, marketing, and business workflows.
· Assist in developing a client data management strategy and collection plan.
· Importing and exporting of data as required to synchronize back-end systems.
· Working with I/T to manage project implementation and back-end integration.
· Working with management, strategic planning & analysis staff, and end-users to create and manage complex workflow rules, data validation, and triggers.
· Providing Support – Support to sales and marketing and prioritization of projects – feedback to owners
· Insights on the functionalities and additional ways to improve the overall deliverables.
· Supporting function to the CRM team and CRM lead ensuring seamless delivery against deadlines
· Efficiently & accurately creating segmentation for marketing upselling and cross-selling.
· Work closely with the CRM offshore team to manage the day-to-day case workload.
· Flexibility in working hours required from the role.
· Ad hoc listings from CRM/ Power BI Reports
Requirements:
· Must have attention to detail
· CRM system experience advantageous
· Power BI Reports advantageous
· Best suited for an analytical person
· Be efficient in Excel and other Word programmes