Manager CRM

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

• Bachelor’s degree in Marketing, Business Administration, Information Systems, or related field is required.
• A Master’s degree (MBA) or Postgraduate Diploma in Marketing/CRM/Data Analytics is preferred.