Sandton: CRM Manager posted by Blueion Support Services

A CRM (Customer Relationship Management) Manager is responsible for managing and enhancing customer relationships through the strategic use of CRM systems, data analysis, and cross-functional collaboration. The role focuses on improving customer satisfaction, retention, and revenue growth. Key Responsibilities Customer Data & Analysis Manage and maintain accurate customer data within CRM platforms such as Salesforce CRM or Microsoft Dynamics 365 Analyse customer behaviour, trends, and feedback to generate actionable insights Develop reports and dashboards to support decision-making Strategy Development & Retention Design and implement customer engagement and retention strategies Develop loyalty programs, personalized campaigns, and win-back initiatives Continuously optimise the customer lifecycle and journey Customer Service & Communication Serve as a key point of contact for customer queries and escalations Resolve complaints efficiently to maintain high satisfaction levels Ensure consistent and effective communication across all touchpoints Cross-Functional Collaboration Partner with sales, marketing, and IT teams to align CRM initiatives Support integrated campaigns and ensure customer-centric execution Facilitate knowledge sharing across departments CRM System Management Administer and configure CRM systems, including user access and workflows Ensure seamless integration with marketing and analytics tools such as Google Analytics Maintain system performance, data integrity, and automation processes Sales & Revenue Growth Identify upselling and cross-selling opportunities Support lead generation and conversion strategies Collaborate on campaigns to drive revenue growth Key Skills & Qualifications Technical & Analytical Skills Strong experience with CRM tools (including Optimove as a requirement) Advanced data analysis and reporting skills using tools like Microsoft Excel Ability to perform customer segmentation and campaign analysis Strategic & Business Skills Strong strategic thinking with a focus on long-term customer value Ability to translate data insights into actionable business strategies Experience with marketing automation platforms such as Mailchimp Interpersonal & Communication Skills Excellent verbal and written communication Strong stakeholder management and collaboration abilities Customer-focused mindset with strong relationship-building skills Technical Proficiency Solid understanding of CRM configuration, workflows, and integrations (APIs) Proficiency in Microsoft Office tools and reporting systems Core Competencies Customer-centric thinking Problem-solving and decision-making Attention to detail and data accuracy Project and campaign management Bonus Skills Knowledge of data privacy regulations (e.g., GDPR) Experience with A/B testing and optimisation Understanding of sales funnels and customer lifecycle management