CRM Manager

Position: CRM Manager

Reporting to: Sr. Marketing Manager

Experience: 5+ years relevant

Role Overview:

We are seeking an experienced and results-driven CRM Manager to lead the development and execution of our customer relationship strategies. The ideal candidate will have deep expertise in CRM tools and B2B SaaS marketing automation, with a strong understanding of the retail industry. You will be responsible for enhancing customer engagement, optimizing communication strategies, improving retention, and contributing to revenue growth.

Responsibilities:

CRM Strategy Management

Develop and execute strategies to drive lead generation, conversion, and retention using Zoho CRM.

Design, implement, and optimize workflows in Zoho CRM to automate sales, marketing, and customer support processes, ensuring efficiency and consistency across teams.

Configure and customize Zoho CRM based on business requirements, adding fields, modules, and automation rules as needed.

Performing database maintenance tasks, including diagnostic tests, duplicate entry cleansing, and bounce back cleaning.

Providing Zoho CRM training and end-user support.

Documenting processes, including error reports and changes to field history tables. Preparing reports for sales and other departments.

Oversee and manage Zoho CRM to ensure effective management of customer interactions, sales processes, and data accuracy.

Marketing Automation

Conducting market research to better comprehend prevailing consumer behaviors.

Reviewing our former campaigns to ascertain areas of strength and weakness, which could inform subsequent outputs.

Conceptualizing email marketing campaigns that speak directly about the subject/topic to existing and prospective clients.

Proof-checking the email copy to ensure that is well-written and free from mistakes.

Collaborate with the marketing team to create automated campaigns that engage customers, nurture prospects, and retain existing clients.

Maintaining a database of customers who have opted to receive our correspondence.

Distributing emails through the use of automation software (Zoho Campaigns)

Writing first responses on-the-go to prospective new customers who respond to the campaign.

Manage and optimize Zoho Marketing Plus for lead nurturing, email marketing campaigns, and customer segmentation.

Customer Life Cycle Management

Develop and implement strategies to improve customer retention, reduce churn, and increase customer satisfaction.

Track customer interactions and feedback, identifying areas for improvement and implementing corrective actions.

Maintaining a documented pipeline of calls and lead generation activities.

Analyze CRM data to identify trends, pain points, and opportunities to enhance the customer experience.

Team Collaboration and Leadership

Collaborate with sales, marketing, and customer success teams to ensure alignment across departments and a cohesive customer experience.

Develop and maintain CRM best practices and ensure team adherence to processes and workflows.

Nurturing existing prospects to the point of conversion for the Sales team and hence conversion to a qualified opportunity.

Provide training and ongoing support to teams to ensure they are effectively utilizing Zoho CRM and Zoho Marketing Plus tools.

Reporting and Analytics:

Create and manage reports and dashboards in Zoho CRM and Zoho Marketing Plus to track KPIs, customer trends, and sales performance.

Analyze customer data and campaign performance to provide insights and actionable recommendations to senior management.

Required Qualification

Experience: Minimum 5 years of experience in CRM management, preferably in B2B SaaS or similar industries.

Technical Proficiency: In-depth experience with Zoho CRM and Zoho Marketing Plus, including workflow creation, reporting, and automation.

Workflow Automation Expertise: Proven ability to create, manage, and optimize workflows in Zoho CRM to automate key processes (e.g., lead assignment, follow-ups, customer onboarding, etc.)

Customer-Centric Mindset: Proven track record in driving customer satisfaction, retention, and successful marketing campaigns.

Analytical Skills: Strong ability to analyze data, create reports, and draw actionable insights from CRM data.

Communication: Excellent written and verbal communication skills to collaborate with cross-functional teams and present data insights.

Leadership Skills: Experience managing and mentoring teams, with a focus on driving collaboration and achieving company goals.

Preferred Qualification

Zoho certifications (CRM, Marketing Automation, etc.)

Knowledge of B2B sales processes and customer lifecycle management in a SaaS environment.

Education Qualification

Bachelors degree in Marketing, Business Administration, Information Systems, or related field is required.

A Masters degree (MBA) or Postgraduate Diploma in Marketing/CRM/Data Analytics is preferred.