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Job Objective Your expertise will help us maintain accurate customer data, streamline processes, and improve our overall customer experience. Role Summary As a CRM Specialist, you will be responsible for the strategic management, customization, and administration of our CRM systems, including HubSpot, Zoho, Salesforce, and Freshsales. Principal Duties / Responsibilities • Collaborate with cross-functional teams to understand business goals and translate them into CRM strategies and workflows. • Customize and configure CRM platforms to align with business processes, ensuring optimal functionality. • Import, clean, and maintain customer data to ensure data accuracy and integrity. • Create and manage dashboards, reports, and analytics to track key performance metrics and inform decision-making. • Develop and implement training programs to educate users on CRM best practices and system usage. • Troubleshoot and resolve technical issues related to CRM platforms, coordinating with IT teams if necessary. • Monitor industry trends and best practices to propose enhancements and improvements to CRM strategies. • Assist in the integration of CRM systems with other tools and software to streamline operations. • Collaborate with marketing teams to ensure seamless lead generation, tracking, and conversion processes. • Conduct regular data audits to identify and rectify data inconsistencies or duplicates. • Ensure compliance with data privacy regulations and security protocols in CRM operations. • Conduct surveys and analysis to identify clients’ opinions of Bridge Clinic's brand and/or services. • Develop and implement action plans to improve company-client relationships. • Utilize available CRM tools and databases in the management and organization of client relationship information. • Collaborate with the Appointment/Sales team to ensure active implementation of client relationship objectives during sales operations. • Ensure the achievement of established client relationship targets as well as the strategies necessary for actualizing set goals. • Ensure compliance with all SOPs on client-company relationships. • Analyze industry trends to identify developments in client relations and adjust accordingly. • Maintain contact with clients through calls, emails, chats and/or texts to update them on service offerings as necessary and ensure they are satisfied with the service received. • Assist in addressing client complaints as well as resolving issues or challenges with our services and escalating them as necessary. • Maintain an up-to-date knowledge of client relations by studying relevant publications and attending educational programs. • Prepare weekly/monthly reports on client relationship activities. • Carry out other duties as delegated by the Managing Director. Educational Requirements • Bachelor’s degree in business, Marketing, Information Technology, or related field • A postgraduate qualification or an MBA would be an advantage Knowledge, Skills and Competency Requirements • Solid understanding of CRM concepts, workflows, and best practices. • Strong analytical skills to interpret data and generate insights • Proficiency in configuring and customizing CRM platforms to meet business needs • Excellent communication and collaboration skills to work across departments and levels. • Problem-solving attitude and ability to diagnose and address technical issues • Detail-oriented with a focus on data accuracy and integrity