CRM Manager

We are seeking a proactive and strategic CRM Manager to take ownership of our Customer Relationship Management (CRM) platform, lead our support team, and align customer service strategies with client needs. This role requires a blend of technical expertise, team leadership, and client-facing skills to optimize customer satisfaction, retention, and loyalty. 

Key Responsibilities

• CRM System & Data Management:
• Manage, configure, and maintain the CRM platform, ensuring data integrity and accuracy.
• Create and implement automated workflows, segmentation, and customer journeys to improve efficiency.
• Generate reports and analyze customer data to provide actionable insights for sales and support improvements.
• Support Team Leadership:
• Manage and mentor the customer support team, ensuring timely and effective resolution of complaints.
• Set, monitor, and report on key performance indicators (KPIs) for the support team, such as response times and satisfaction scores.
• Provide training to the team on CRM utilization and client engagement best practices.
• Client Alignment & Experience:
• Act as the main point of contact for key clients, building profitable, long-term relationships.
• Gather and analyze client feedback to identify areas for improvement in the customer journey.
• Collaborate with sales and marketing teams to align CRM strategies with business goals and client needs. 

Required Qualifications & Skills

• Experience: 5+ years in CRM management, customer support, or a leadership role.
• Technology: Proficiency in CRM tools (e.g., Salesforce, HubSpot, Zoho) and data analysis.
• Skills: Strong leadership, excellent communication, and strategic thinking.
• Mindset: Customer-focused with a strong analytical ability.