• Application Deadline:
• Position: CRM Specialist


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 5 years


• Location Lagos


• Job Field Customer Care 
  

Description

The primary job holder will be responsible for:

• Administering multiple maintenance functions of the web-based CRM (Customer Relationship Management) system with a primary goal of ensuring data integrity


• The quality and consistency of data used to drive ARM sales and marketing efforts across various businesses


• Objectively evaluates ROI of potential marketing effort based upon criteria set by marketing and customer experience teams

Duties and Responsibilities

• Plan and deliver CRM strategy with a view of retaining existing customers, improving customer experience, increasing repeat visitation and growing qualified databases, across all ARM businesses


• Manage quality and consistency of data, train users, generate reports and input data to support organization initiatives


• Work across all ARM businesses to maintain timely, accurate and uniform documentation of all records in the CRM system


• Segment and manage customer data for various ARM offerings and set up appropriate funnels and campaigns within CRM software that deliver results for the business


• Set up marketing automation and establish workflows for data capture, always ensuring data integrity.


• Delivery of all CRM activities for the business to meet agreed KPIs – including direct mail, SMS marketing, mobile messaging, loyalty program in line with marketing calendars for the brand.


• Leverage campaign results to run the planning and testing process to continuously drive increased customer interest, conversion, sales, LTV and profitability across segments and channels


• Customize and pull marketing reports from CRM system on a weekly basis with analysis of trends, successes and learnings. Set up live dashboards for campaigns


• Create campaign specific landing pages and webforms on website to support CRM campaigns and capture data.


• Manage partner relationship with CRM vendor companies


• Update and maintain stakeholder records within the CRM system


• Lead regular communicate on the need to ensure clean data for use across all areas of the organization


• Provide timely insights and analytical support to different internal business stakeholders (including sales, marketing and other departments) to support effective business decision-making


• Assist with administrative duties related to research & business intelligence


• Demonstrate a complete commitment to the goals and mission of ARM, and represent the brand professionally at company and client sponsored events


• Perform other related duties, special projects and assignments as required.

Requirements

• 3-5 years of experience in a CRM and/or analytical role (ideal backgrounds include similar CRM administrator role in financial services sector


• Bachelor's Degree in an analytical field (Math, Economics, Engineering, Statistics, etc)