The CRM & Reporting Administrator is responsible for managing the Customer Relationship Management (CRM) system on a day-to-day basis. The candidate will be process-orientated, pay close attention to details, and have analytical thinking skills. Additionally, this role will require in-depth knowledge of internal sales, marketing, and business processes.

Key Performance Areas:

·       Policing of company data, which is entered by a number of CRM users. 

·       Ensuring data is correct across all departments of the business.

·       Identifying & correcting errors made by system users.

·       Communicating errors made by users in a friendly, helpful manner.

·       Checking to ensure that all opportunities are up to date, in real time.

·       Ensuring all data fields are populated correctly at all times.

·       Reporting improper system usage to senior management.

·       Providing central point of contact for all change requests & system alterations.

·       Creating or updating training manuals, policies, and procedures.

·       Working with senior management to ensure key functionalities are understood.

·       Enforcing new user adoption by monitoring login history.

·       Design, develop, test, and implement new processes, such as lead management, campaign management, surveying, internal workflows, etc.

·       Providing user help-desk support for all system users - Troubleshooting, identifying problems and working with I/T to resolve or escalating to I/T if needed.

·       Technical issues and work with Users to provide proper training.

·       Building custom reports and dashboards specific to job functions.

·       Maintaining control of access rights, security settings, and user privileges.

·       Preventing unauthorized access from ex-employees via de-provisioning.

·       Generating detailed process maps for sales, marketing, and business workflows.

·       Assist in developing a client data management strategy and collection plan.

·       Importing and exporting of data as required to synchronize back-end systems.

·       Working with I/T to manage project implementation and back-end integration.

·       Working with management, strategic planning & analysis staff, and end-users to create and manage complex workflow rules, data validation, and triggers.

·       Providing Support – Support to sales and marketing and prioritization of projects – feedback to owners

·       Insights on the functionalities and additional ways to improve the overall deliverables.

·       Supporting function to the CRM team and CRM lead ensuring seamless delivery against deadlines

·       Efficiently & accurately creating segmentation for marketing upselling and cross-selling.

·       Work closely with the CRM offshore team to manage the day-to-day case workload.

·       Flexibility in working hours required from the role.

·       Ad hoc listings from CRM/ Power BI Reports