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