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Description

• -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
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• - Customize and configure CRM platforms to align with business processes, ensuring optimal functionality
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• - Import, clean, and maintain customer data to ensure data accuracy and integrity
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• - Create and manage dashboards, reports, and analytics to track key performance metrics and inform decision-making
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• - Develop and implement training programs to educate users on CRM best practices and system usage
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• - Troubleshoot and resolve technical issues related to CRM platforms, coordinating with IT teams if necessary
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• - Monitor industry trends and best practices to propose enhancements and improvements to CRM strategies
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• - Assist in the integration of CRM systems with other tools and software to streamline operations
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• - Collaborate with marketing teams to ensure seamless lead generation, tracking, and conversion processes
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• - Conduct regular data audits to identify and rectify data inconsistencies or duplicates
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• - Ensure compliance with data privacy regulations and security protocols in CRM operations
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• - Conduct surveys and analysis to identify clients’ opinions of Bridge Clinic's brand and/or services
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• - Develop and implement action plans to improve company-client relationships
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• - Utilize available CRM tools and databases in the management and organization of client relationship information
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• - Collaborate with the Appointment/Sales team to ensure active implementation of client relationship objectives during sales operations
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• - Ensure the achievement of established client relationship targets as well as the strategies necessary for actualizing set goals
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• - Ensure compliance with all SOPs on client-company relationships
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• - Analyze industry trends to identify developments in client relations and adjust accordingly
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• - 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
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• - Assist in addressing client complaints as well as resolving issues or challenges with our services and escalating them as necessary
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• - Maintain an up-to-date knowledge of client relations by studying relevant publications and attending educational programs
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• - Prepare weekly/monthly reports on client relationship activities
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• - 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
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• - 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
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• - Problem-solving attitude and ability to diagnose and address technical issues
• - Detail-oriented with a focus on data accuracy and integrity