CRM CoordinatorMain Purpose of the Role : Optimizing and implementing the elected business CRM software program tomarket effectively to current and potential customers.
To analyse buying trends or customer activity to improve sales.Using the elected CRM software program to improve potential and existingcustomer relationships.
Reports to : Marketing Operations Manager.Internal Team Interaction : (Information, support, advice) : Within own division and across organisation : exchange of information, advice, support, persuasion, negotiationExternal Team Interaction : Suppliers, service providers, endorsees & ambassadors, dealers, customers,media : exchange of information, support, advice, persuasionSpecialising In Professional HR Talent, Training & DevelopmentNO.
WHAT?ACTIVITYHOW?TASKS TO BE EXECUTEDCRITICAL OUTCOMESREQUIREMENT1. CRMMarketingTargeting customers according to their stagein the customer journey withrelevant and tailored marketing campaignsor messages.
Covering a range of campaign types fromemail marketing, SMS marketing,customer surveys to CRM driven social mediacampaigns.
Proficiency with Microsoft Dynamics andMicrosoft Dynamics Marketing module as the elected businessCRM tool.Use the elected business CRM tool to createaudience segments to target the relevantcohorts with targeted campaigns.
Create and execute customeracquisition / engagement strategies in linewith marketing and company objectives.Adopt a test and learn approach tocampaign development, carry out regularA / B and multi variant testing.
Utilize analytical tools, both within the electedCRM tool and within GoogleAnalytics to conduct regular post campaignanalysis for reporting purposes pertaining toROI.
Act as the go between, between themarketing team and commercial salesteams with reference to prospect and leadmanagement processes.
Responsible for the coordination andmanagement of the sales funnel inrelation to internal teams, company owneddealerships as well as externaldealer networks.
Establish workflows and standards for enteringdata into CRM.Identifying ways to improve the usage ofCRM.Initiating the automation of marketing relatedtasks and responses.
Analysing market reports to determine whatkind of trends the business shouldrespond to.Writing manuals and teaching staff how touse the elected business CRM tool.
Encouraging customerconversion and maintainingexisting customerrelationships through the useof marketing material.Maximize the use andfunctionality of the electedbusiness CRM tool.
Ensure that appropriate andeffective messaging is takento market.Ensuring that all POPI Actprincipals and pillars areupheld and adhered to.
Effective databasemanagement and reporting.Lead management toencourage conversion.Upskilling marketing teammembers on CRM bestpractices and skills.
Specialising In Professional HR Talent, Training & Development2. Contribution toStrategyCreate and execute customeracquisition / engagement strategies in linewith marketing and company objectives.
Contribution to the creative execution planfor marketing strategy at largeOptimise market penetrationand market share.Maximise brand / productexposure.
Drive conversion rates3. Administration Management of relationship between thebusiness and the elected businessCRM software service provider.
Keep records of meetings, agreementsand discussions.Administrational support as required bythe Operations Manager, including butnot limited to : reporting and budgetpreparational input.
Quantitative reasoning : the justification ofactivities and spend through the gain ofdata. Ensure that relevant data iscollected from all marketing initiatives foringestion into the company CRM system.
Stays abreast of relevant marketing &digital marketing trends, changes,platforms and technologies and ensuresproficiency therewith.
Stays abreast of tech changes andimprovements to the elected businessCRM tool.Time management essential.Driving accountability of theservice provider to maximizeeffectiveness of the electedsoftware tool.
Accurate and completeAdds value & capacity todivisionLeverage of new tech toachieve company objectivesand drive conversions.
4. Teamwork Assist Aftersales team with administrationrequirementsCompile service bulletins as per TechnicalManagers requirementsCompile warranty bulletins as per WarrantyMangers requirementsForwarding Dealer communicationMaintaining and updating the generalOneDrive information for dealers.
Send out daily parts sales status reports toAftersales Managers.Assist with the Safety Health and Environmentprocesses and procedures.
Assist with ad-hoc aftersales functions andduties required.Team objectives achieved.Execution of all tasks toHighest level.
Cross functional teamoutputs5. MinimalAcceptableStandardsMinimal acceptable standards areenforceable for this role.Signature of minimal acceptable standardsindicates the role playersacceptance of minimal requirements in termsof the execution of the roleRelating to performance and required skillsets.
Disciplinary process will be followed shouldthe role players performance notmeet the minimal acceptable standard.Customer satisfactionSpecialising In Professional HR Talent, Training & DevelopmentIn signing the set of minimal acceptablestandards related to this role, youagree to the finite delivery of your specificwork sets.
Only once the incumbent is certainthat a body of work is complete, has beenproofread by the incumbent, is edited andamended may you submit for approval toany level of management be it commercialor marketing team management.
Standard operating procedures specific toand including this role to befollowed at all times.Time blocking to be implemented in order toachieve both individual and teamdeliverables.
MOST COMPLEX ASPECTS TYPICAL OF ROLE : Customer interaction, Syspro admin, accuracy andpromptness of service.DESCRIBE FLUCTUATION OF WORK (even flows, predictable peaks, unforeseen peaks) : Even flows withpredictable peaksLIMITS TO AUTHORITY : COMPETENCIESWeight 1 is desirable, 2 is necessary but can be developed on the job, 3 is essentialSpecialising In Professional HR Talent, Training & DevelopmentBusiness Acumen Demonstrates an in-depthunderstanding of the marketplace.
Able to create original concepts basedon data driven research outcomes.Understands the relationship betweencustomer relationship managementand business objectives.
Confidenceevident.3Technical Acumen Demonstrates a well-developedunderstanding of the technical aspectsof products and their application.
Demonstrates well-developedknowledge of Company businesses.Demonstrates well-developedknowledge and ability in the promotionof brand image including writing andnegotiation skills.
Strives towarddeveloping digital marketing acumen.Demonstrates well developed acumenof CRM marketing tools, inclusive of thetool elected by the business.
3Interpersonal Skill Exhibits strongly developed ability todevelop effective workingrelationships with and influence peopleat diverse levels throughintegrity, competence, enthusiasm,knowledge, service ethic, maturityand firmness3Organization of Work Well-developed ability to prioritise, plan,organise diverse activities and elementsto meet deadlines.
3Problem-solving, decision making, interpersonal skills, business acumen, planning, response to pressure, innovativeness,