CRM Manager

Summary

We are seeking an experienced and dynamic CRM Manager with a strong background in Salesforce to oversee our customer relationship management initiatives. The ideal candidate will play a critical role in managing our CRM system, optimizing sales processes, driving customer engagement, and ensuring the successful execution of CRM strategies across the organization. This role requires a strategic thinker with hands-on experience in Salesforce and a proven track record of improving sales performance and customer satisfaction.

Role Responsibilities

• Monitor system performance, manage user access and permissions, perform routine audits, and ensure data accuracy.
• Import, clean, and manage customer data, create reports and dashboards, analyze data for insights on sales and customer service performance.
• Provide support to Salesforce users (sales, marketing, customer service teams), troubleshoot issues, and conduct training sessions on new features or best practices.
• Design and implement automation using workflows, process builder, and flows to streamline sales and service processes.
• Manage lead assignment rules, track campaign performance, and ensure seamless lead nurturing and conversion processes.
• Customize Salesforce objects, fields, page layouts, and apps to fit business needs. Configure Salesforce to support new processes or changes in existing workflows.
• Manage integrations with other tools, ensure data flow consistency, and troubleshoot integration issues.
• Regularly review key metrics and KPIs, generate sales and service reports, and provide insights to management on performance trends.
• Work closely with sales, marketing, relationship management, and IT teams to align Salesforce processes with business goals and resolve any cross-functional issues.
• Keep up with Salesforce’s major releases, assess new features, and plan upgrades or feature rollouts.
• Ensure data handling within Salesforce complies with legal standards like GDPR, manage security settings, and conduct regular audits.
• Gather feedback from users to identify pain points or areas for enhancement, and implement continuous improvements.

Applicant Requirements

• Strong understanding of CRM principles and customer lifecycle management.
• Excellent analytical and problem-solving skills, with the ability to interpret complex data and translate it into actionable strategies.
• Proficient in Salesforce, including Sales Cloud, Service Cloud, and Marketing Cloud.
• Strong project management skills, with experience managing multiple projects simultaneously.
• Exceptional communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.

Education / Certifications 

• Bachelor’s degree in Business Administration, Marketing, Information Technology, or a related field.
• Certifications:
  • Salesforce Administrator certification
  • Salesforce Platform Developer I certification