Description:JOB PURPOSE
The Lead CRM is responsible for overseeing the implementation, optimization, and strategic use of the Customer Relationship Management (CRM) system to enhance customer engagement, sales effectiveness, and business processes. This role plays a critical part in driving CRM strategy and maximizing the value of customer data within the organization.

RESPONSIBILITIES

CRM Strategy and Roadmap

Develop and execute CRM strategies aligned with business goals to drive customer acquisition, retention, and satisfaction
Define CRM system requirements, enhancements, and integrations based on business needs and customer insights
Collaborate with cross-functional teams (Sales, Marketing, Customer Service) to align CRM initiatives with overall business objectives

CRM System Implementation and Optimization

Lead the implementation and deployment of CRM solutions, ensuring proper configuration, customization, and integration with existing systems
Customize CRM workflows, data fields, reports, and dashboards to support sales, marketing, and customer service processes
Continuously optimize CRM system performance, usability, and data quality through regular updates and enhancements

User Training and Adoption

Conduct training sessions and workshops to educate users on CRM best practices, features, and capabilities
Promote CRM adoption among sales and marketing teams, providing ongoing support and guidance to maximize user engagement and productivity.
Monitor user feedback and address usability issues to enhance user experience and satisfaction with the CRM system

Data Management and Analysis

Define data governance policies and procedures to ensure data accuracy, integrity, and security within the CRM platform
Implement data quality controls, deduplication processes, and data enrichment strategies to maintain clean and reliable customer data
Utilize CRM data for analytics, segmentation, and reporting to derive actionable insights and support data-driven decision-making.

Integration and Automation

Collaborate with IT teams to integrate CRM with other business systems (e.g., ERP, marketing automation) to streamline processes and data flows
Implement workflow automation, triggers, and alerts within the CRM system to improve efficiency and productivity
Identify opportunities for AI-driven personalization and automation to enhance customer interactions and sales effectiveness

Stakeholder Engagement and Relationship Management

Engage with key stakeholders and executive leadership to communicate CRM strategy, performance metrics, and business impact
Build strong relationships with CRM vendors, consultants, and technology partners to stay informed about industry trends and best practices
Act as a subject matter expert on CRM-related matters, providing guidance and thought leadership to drive innovation and continuous improvement

Self-Management & Leadership

Set an example through personal quality and productivity standards and ways of working with others
Demonstrate consistent application of internal procedures. Plan and priorities, demonstrating abilities to manage competing demands.
Demonstrate abilities to anticipate and manage change. Demonstrate flexibility. in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs
Drive customer centricity
Ability to lead and mentor a team of database administrators

Work Collaboratively

Build a culture of integrity, respect and understanding across the organisation
Recognise outcomes which resulted from effective collaboration between teams
Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organisation
Facilitate opportunities to engage and collaborate with external stakeholders (Retailers and POS Companies) to develop joint solutions
Demonstrate ability to work in teams
Demonstrate ability to communicate at all levels

Requirements:BEHAVIOURAL COMPETENCIES

Customer Focus
Instills Trust
Cultivates Innovation
Collaborates
Situational Adaptability
Business Insight
Manages Complexity
Plans and Aligns
Balances Stakeholders
Ensures Accountability
Collaborates
Cultivates Innovation
Customer Focus
Instills Trust
Situational Adaptability
Tech Savvy

EDUCATION

Matric
Bachelors degree in information technology, Computer Science, Data Science, or a Business Administration, or a related field. Master's degree or relevant certifications (e.g., PMP, ITIL) preferred
Certifications in CRM platforms (e.g., Salesforce Administrator, Salesforce Certified Sales Cloud Consultant) are highly desirable

EXPERIENCE

5+ years of experience in CRM administration, implementation, or management roles, with demonstrated expertise in CRM systems (e.g., Salesforce, Microsoft Dynamics, HubSpot)

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