Operations Executive

Job Information

Date Opened
- 01/15/2025

Job Type
- Full time

Industry
- Education

Work Experience
- 1-3 years

City
- S.A.S.Nagar (Mohali)

State/Province
- Punjab

Country
- India

Zip/Postal Code
- 160062
- CRM Optimization & Maintenance: Manage, configure, and optimize the CRM system (e.g., Salesforce, HubSpot, Zoho) to ensure it meets the needs of the business. Monitor system performance and troubleshoot issues.
- Data Integrity & Management: Ensure accurate and up-to-date customer data within the CRM system. Perform data cleansing, data migration, and regular audits to maintain CRM data quality.
- Customization: Collaborate with IT and development teams to customize CRM features, workflows, and automation processes to align with the company’s operational needs and customer engagement strategies.
- Integration: Work closely with cross-functional teams to integrate CRM with other business systems (ERP, Marketing Automation, Support Tools) to ensure seamless data flow and optimize business processes.

Operational Process Optimization:

- Process Streamlining: Work with various teams to identify inefficiencies in customer data management, sales workflows, and service operations, and implement process improvements using CRM tools and automation.
- Reporting & Analytics: Generate actionable reports and dashboards using CRM data. Monitor key metrics related to customer engagement, sales performance, and customer support efficiency. Provide insights to leadership for strategic decision-making.
- Automation: Implement CRM automation features (e.g., lead assignment, follow-up reminders, marketing automation) to improve operational efficiency and reduce manual tasks.

Cross-functional Collaboration:

- Sales & Marketing Support: Collaborate with the Sales and Marketing teams to ensure proper CRM usage in managing leads, tracking opportunities, and executing campaigns. Ensure CRM systems capture relevant customer touchpoints, enabling better targeting and segmentation.
- Customer Support: Partner with the Customer Service team to ensure that CRM data is leveraged to enhance customer interactions and resolution processes. Help automate customer service workflows and responses.
- Training & Support: Provide ongoing training and support to internal teams on CRM best practices, new features, and process improvements. Act as the go-to person for any CRM-related queries.

Customer Engagement & Retention:

- Customer Lifecycle Management: Utilize CRM data to identify opportunities for improving customer engagement throughout the lifecycle— from lead generation to post-sale support and retention strategies.
- Segmentation & Targeting: Work with Marketing to implement customer segmentation strategies within the CRM system to drive personalized communication and enhance customer relationships.

Technical Support & Troubleshooting:

- Technical Problem Solving: Act as a point of contact for resolving CRM-related issues, escalating when necessary. Work with IT teams for technical support and system updates.
- System Enhancements: Continuously assess CRM tools and suggest enhancements or new features to improve system functionality, ease of use, and integration with other business tools.

**Requirements**:
Qualifications:

- Education: Bachelor's degree in Business Administration, Information Systems, Operations Management, or a related field.
- Experience: Minimum 2-3 years of experience in a technical operations role, ideally with a focus on CRM management and optimization.
- CRM Expertise: Hands-on experience with leading CRM platforms (Salesforce, HubSpot, Zoho, etc.). Familiarity with CRM automation, reporting, and integrations is a must.
- Technical Skills:
Proficiency in CRM software and associated tools for reporting, data analysis, and process automation.

Strong Excel skills; familiarity with data analysis and visualization tools (e.g., Power BI, Tableau) is a plus.

Knowledge of database management, data migration, and CRM integrations (API, middleware, etc.).

Basic knowledge of HTML/CSS or JavaScript for minor customizations is a plus.
- Analytical Skills: Strong ability to analyze data, interpret CRM metrics, and translate them into actionable business insights.
- Process Improvement: Knowledge of process optimization, workflow automation, and experience in identifying and implementing continuous improvement initiatives.
- CRM Certification: Salesforce, HubSpot, or similar CRM certifications are a plus.
- Technical Aptitude: Ability to collaborate with IT teams to integrate CRM with other tools and systems.
- Project Management Skills: Experience in managing projects or initiatives, especially those involving CRM systems or operational improvements.
- Customer-Centric: Experience in improving customer journeys and satisfaction through CRM-driven initiative.

**Benefits**:

- ** Performance Bonuses**: Additional 10% to 20% of the base salary, based on performance.
- ** Additional Perks**: Health insurance, pr