Job Description :
Planning and delivering CRM strategies across the company encouraging customer acquisition, retention and customer loyalty.
Working with IT to launch and manage our new CRM system ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
Integrating data from multiple sources including the website, call centre, email, digital marketing, etc. to form a complete picture of the Customer Journey and conversion points.
Analyzing the Customer Journey touch points in order to identify opportunities for improvement in order to maximize commercial opportunities.
Developing and implementing lead scoring and lifecycle communications using CRM and web analytic tools.
Working closely with all departments to ensure the CRM works effectively for all aspects of the company.
Overseeing direct communications with customers through the CRM.
Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
Ensuring the database is segmented effectively for targeted marketing activities.
Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.