CRM Specialist

The CRM Specialist is responsible for managing the company’s Customer Relationship Management (CRM) system and ensuring it effectively supports the entire sales and customer service process. This role involves overseeing the implementation, maintenance, and optimization of the CRM platform to track leads, sales, and client engagement. The CRM Specialist will collaborate closely with the sales, marketing, and after-sales teams to streamline operations, improve customer retention, and ensure the highest level of client satisfaction. This position is pivotal in maximizing the effectiveness of customer interactions and ensuring the CRM system aligns with business objectives.

Key Responsibilities:

• Maintain and update the CRM system to ensure data accuracy, integrity, and proper functioning of the platform.
• Work with internal teams to customize and optimize the CRM to meet the company’s specific needs, improving workflows and reporting capabilities.
• Oversee data input and management within the CRM, ensuring that all client, sales, and lead information is up-to-date, clean, and secure.
• Identify and resolve issues within the CRM system, ensuring minimal downtime and efficient operation for all users.
• Support the sales team by managing leads within the CRM, ensuring that follow-up actions are tracked, and no opportunities are missed.
• Monitor the sales pipeline and ensure accurate reporting of all stages from lead generation to deal closure, providing actionable insights to management.
• Track all client interactions within the CRM to ensure a seamless experience across touchpoints and improved customer retention.
• Help sales and after-sales teams manage client communication within the CRM to enhance customer satisfaction and streamline the after-sales process.
• Utilize the CRM system to segment clients based on key criteria (e.g., location, buying behaviour) and assist in targeted communication strategies.
• Monitor customer feedback and satisfaction scores through the CRM and work with relevant teams to implement strategies to improve client retention.
• Generate and provide detailed reports on sales performance, lead conversion rates, customer interactions, and CRM usage to management.
• Analyse CRM data to provide insights on customer behaviour, sales trends, and areas for process improvement.
• Track key performance indicators (KPIs) related to client engagement, sales pipeline progress, and after-sales service delivery.
• Work with the sales, marketing, and after-sales teams to ensure CRM-related processes align with the overall business strategy.
• Train staff on CRM best practices, system updates, and troubleshooting to ensure maximum efficiency and adoption of the system across teams.
• Identify opportunities to enhance CRM processes, streamline workflows, and improve the overall customer experience.
• Ensure the CRM is integrated with other business systems (e.g., ERP, marketing automation) for seamless data flow and reporting.

Qualifications:

• Bachelor’s degree in business administration, Information Technology, or a related field.
• 4-5 years of experience in CRM management, preferably in the property development or real estate industry.
• Proficiency in CRM systems (Salesforce, Microsoft Dynamics, Zoho, etc.) and advanced knowledge of Excel and reporting tools.
• Strong verbal and written communication skills, with the ability to collaborate across departments and provide clear, actionable insights.
• Ability to analyse large amounts of data and generate actionable insights for sales and marketing teams.
• Demonstrated ability to troubleshoot CRM-related issues and find efficient solutions.
• Experience working with renowned developers and a strong understanding of the property market.
• Strong leadership and team management abilities.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong problem-solving and decision-making skills.