CRM Manager

Full Time, onsite
Transcosmos Malaysia
Kuala Lumpur, Malaysia

Salary undisclosed

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Company Description

Transcosmos Malaysia offers integrated call center services, including Call Center, Social Media Management, Voice Of Customer Analysis, Digital Marketing, and eCommerce Solutions. The company leverages over 45 years of experience in the Asian region markets such as Japan, China, and South Korea. For more information, visit our Official Facebook Page.

Role Description

This is a full-time on-site role for a CRM Manager at Transcosmos Malaysia located in WP. Kuala Lumpur. The CRM Manager will be responsible for tasks such as analyzing customer data, managing communication strategies, overseeing sales initiatives, conducting market segmentation, and leading project management efforts.

Job responsibilities :

- Project management of the CRM system implementation to ensure the requirements and timeline are met.

- Managing and maintaining the CRM system to ensure the CRM system is up-to-date, accurate, and accessible to relevant teams which may include data entry, data cleansing, database management and system configuration.

- Working closely with business units and stockholders to develop and execute CRM strategies that align with the organization's goals which may involve creating customer segmentation, defining customer journeys, and setting up automated workflows.

- Collecting and analyzing customer data to identify trends, patterns, and insights that can be used to improve customer experience and drive business growth which may include analyzing customer behavior, purchase history, and engagement metrics.

- Training and supporting employees on how to effectively use the CRM system and leverage its features to enhance customer relationships which may involve conducting training sessions, creating user guides, and providing ongoing support.

- Monitoring key performance indicators (KPIs) related to customer relationship management and generating reports to track progress and identify areas for improvement which may include metrics such as customer satisfaction, customer retention, and sales conversion rates.

- Working collaboratively with business units and stockholders to ensure seamless integration and alignment of CRM processes and initiatives across the organization.

- Keeping up-to-date with the latest CRM trends, technologies, and best practices to continuously improve CRM strategies and processes.

Any other ad-hoc tasks assigned by the management.

Job requirements :

- Minimum bachelor's degree or equivalent in computer science, business administration, marketing, communications, or a related field is typically preferred.

- Previous experience of 3-5 years in CRM or a related field is highly desirable. This may include experience in customer service, sales, marketing, or database management. Experience with CRM software and tools, such as Zendesk, Salesforce, Microsoft Dynamics, or HubSpot, is also beneficial.

- Proficiency in using CRM systems and tools is essential. This includes knowledge of data management, data analysis, and reporting. Familiarity with customer segmentation, customer journey mapping, and marketing automation is also advantageous.

- Strong analytical skills are important for interpreting customer data, identifying trends, and making data-driven decisions. The ability to analyze and interpret complex data sets is crucial for optimizing CRM strategies and improving customer experiences.

- Excellent written and verbal communication skills are essential for effectively communicating with cross-functional teams, training employees, and presenting findings and recommendations. The ability to translate technical concepts into non-technical language is also important.

- A CRM specialist should have a high level of attention to detail to ensure accurate data entry, data cleansing, and database management. This is important for maintaining data integrity and ensuring the CRM system is reliable and up-to-date.

- The ability to identify issues, troubleshoot problems, and propose solutions is important for a CRM specialist which may involve resolving technical issues with the CRM system, addressing data quality issues, or improving CRM processes.

- Works closely with cross-functional teams, such as sales, marketing, and customer service. Therefore, strong teamwork and collaboration skills are necessary to effectively coordinate and implement CRM strategies across different departments.

- The CRM landscape is constantly evolving, so a CRM specialist should be adaptable and open to learning new technologies, tools, and best practices. Keeping up-to-date

Qualifications