Permanent
CRM Manager
Blueion Support Services
Johannesburg, Gauteng
unknown
About this role
Employer: Blueion Support Services
A CRM (Customer Relationship Management) Manager is responsible for managing and enhancing customer relationships through the strategic use of CRM systems, data analysis, and cross-functional collaboration. The role focuses on improving customer satisfaction, retention, and revenue growth.
Key Responsibilities
1. Customer Data & Analysis
* Manage and maintain accurate customer data within CRM platforms such as Salesforce CRM or Microsoft Dynamics 365
* Analyse customer behaviour, trends, and feedback to generate actionable insights
* Develop reports and dashboards to support decision-making
2. Strategy Development & Retention
* Design and implement customer engagement and retention strategies
* Develop loyalty programs, personalized campaigns, and win-back initiatives
* Continuously optimise the customer lifecycle and journey
3. Customer Service & Communication
* Serve as a key point of contact for customer queries and escalations
* Resolve complaints efficiently to maintain high satisfaction levels
* Ensure consistent and effective communication across all touchpoints
4. Cross-Functional Collaboration
* Partner with sales, marketing, and IT teams to align CRM initiatives
* Support integrated campaigns and ensure customer-centric execution
* Facilitate knowledge sharing across departments
5. CRM System Management
* Administer and configure CRM systems, including user access and workflows
* Ensure seamless integration with marketing and analytics tools such as Google Analytics
* Maintain system performance, data integrity, and automation processes
6. Sales & Revenue Growth
* Identify upselling and cross-selling opportunities
* Support lead generation and conversion strategies
* Collaborate on campaigns to drive revenue growth
Key Skills & Qualifications
Technical & Analytical Skills
* Strong experience with CRM tools (including Optimove as a requirement)
* Advanced data analysis and reporting skills using tools like Microsoft Excel
* Ability to perform customer segmentation and campaign analysis
Strategic & Business Skills
* Strong strategic thinking with a focus on long-term customer value
* Ability to translate data insights into actionable business strategies
* Experience with marketing automation platforms such as Mailchimp
Interpersonal & Communication Skills
* Excellent verbal and written communication
* Strong stakeholder management and collaboration abilities
* Customer-focused mindset with strong relationship-building skills
Technical Proficiency
* Solid understanding of CRM configuration, workflows, and integrations (APIs)
* Proficiency in Microsoft Office tools and reporting systems
Core Competencies
* Customer-centric thinking
* Problem-solving and decision-making
* Attention to detail and data accuracy
* Project and campaign management
Bonus Skills
* Knowledge of data privacy regulations (e.g., GDPR)
* Experience with A/B testing and optimisation
* Understanding of sales funnels and customer lifecycle management