CRM Coordinator

CRM Coordinator
Main Purpose of the Role:
 Optimizing and implementing the elected business CRM software program to
market effectively to current and potential customers.
 To analyse buying trends or customer activity to improve sales.
 Using the elected CRM software program to improve potential and existing
customer relationships.
Reports to:
 Marketing Operations Manager.
Internal Team Interaction:
 (Information, support, advice): Within own division and across organisation:
exchange of information, advice, support, persuasion, negotiation
External Team Interaction:
 Suppliers, service providers, endorsees & ambassadors, dealers, customers,
media: exchange of information, support, advice, persuasion
Specialising In Professional HR Talent, Training & Development
NO. WHAT?
ACTIVITY
HOW?
TASKS TO BE EXECUTED
CRITICAL OUTCOMES
REQUIREMENT
1. CRM
Marketing
 Targeting customers according to their stage
in the customer journey with
 relevant and tailored marketing campaigns
or messages.
 Covering a range of campaign types from
email marketing, SMS marketing,
 customer surveys to CRM driven social media
campaigns.
 Proficiency with Microsoft Dynamics 365 and
Microsoft Dynamics 365
 Marketing module as the elected business
CRM tool.
 Use the elected business CRM tool to create
audience segments to target the relevant
cohorts with targeted campaigns.
 Create and execute customer
acquisition/engagement strategies in line
with marketing and company objectives.
 Adopt a test and learn approach to
campaign development, carry out regular
 A/B and multi variant testing.
 Utilize analytical tools, both within the elected
CRM tool and within Google
 Analytics to conduct regular post campaign
analysis for reporting purposes pertaining to
ROI.
 Act as the go between, between the
marketing team and commercial sales
 teams with reference to prospect and lead
management processes.
 Responsible for the coordination and
management of the sales funnel in
 relation to internal teams, company owned
dealerships as well as external
 dealer networks.
 Establish workflows and standards for entering
data into CRM.
 Identifying ways to improve the usage of
CRM.
 Initiating the automation of marketing related
tasks and responses.
 Analysing market reports to determine what
kind of trends the business should
respond to.
 Writing manuals and teaching staff how to
use the elected business CRM tool.
Encouraging customer
conversion and maintaining
existing customer
relationships through the use
of marketing material.
Maximize the use and
functionality of the elected
business CRM tool.
Ensure that appropriate and
effective messaging is taken
to market.
Ensuring that all POPI Act
principals and pillars are
upheld and adhered to.
Effective database
management and reporting.
Lead management to
encourage conversion.
Upskilling marketing team
members on CRM best
practices and skills.
Specialising In Professional HR Talent, Training & Development
2. Contribution to
Strategy
 Create and execute customer
acquisition/engagement strategies in line
with marketing and company objectives.
 Contribution to the creative execution plan
for marketing strategy at large
Optimise market penetration
and market share.
Maximise brand/product
exposure.
Drive conversion rates
3. Administration  Management of relationship between the
business and the elected business
 CRM software service provider.
 Keep records of meetings, agreements
and discussions.
 Administrational support as required by
the Operations Manager, including but
not limited to: reporting and budget
preparational input.
 Quantitative reasoning: the justification of
activities and spend through the gain of
data. Ensure that relevant data is
collected from all marketing initiatives for
ingestion into the company CRM system.
 Stays abreast of relevant marketing &
digital marketing trends, changes,
platforms and technologies and ensures
proficiency therewith.
 Stays abreast of tech changes and
improvements to the elected business
 CRM tool.
 Time management essential.
Driving accountability of the
service provider to maximize
effectiveness of the elected
software tool.
Accurate and complete
Adds value & capacity to
division
Leverage of new tech to
achieve company objectives
and drive conversions.
4. Teamwork  Assist Aftersales team with administration
requirements
 Compile service bulletins as per Technical
Manager’s requirements
 Compile warranty bulletins as per Warranty
Manger’s requirements
 Forwarding Dealer communication
 Maintaining and updating the general
OneDrive information for dealers.
 Send out daily parts sales status reports to
Aftersales Managers.
 Assist with the Safety Health and Environment
processes and procedures’.
 Assist with ad-hoc aftersales functions and
duties required.
Team objectives achieved.
Execution of all tasks to
Highest level.
Cross functional team
outputs
5. Minimal
Acceptable
Standards
 Minimal acceptable standards are
enforceable for this role.
 Signature of minimal acceptable standards
indicates the role player’s
acceptance of minimal requirements in terms
of the execution of the role
Relating to performance and required skill
sets.
 Disciplinary process will be followed should
the role players performance not
 meet the minimal acceptable standard.
Customer satisfaction
Specialising In Professional HR Talent, Training & Development
 In signing the set of minimal acceptable
standards related to this role, you
agree to the finite delivery of your specific
work sets. Only once the incumbent is certain
that a body of work is complete, has been
proofread by the incumbent, is edited and
amended – may you submit for approval to
any level of management – be it commercial
or marketing team management.
 Standard operating procedures specific to
and including this role to be
followed at all times.
 Time blocking to be implemented in order to
achieve both individual and team
deliverables.
MOST COMPLEX ASPECTS TYPICAL OF ROLE: Customer interaction, Syspro admin, accuracy and
promptness of service.
DESCRIBE FLUCTUATION OF WORK (even flows, predictable peaks, unforeseen peaks): Even flows with
predictable peaks
LIMITS TO AUTHORITY:
COMPETENCIES
Weight =1 is desirable, 2 is necessary but can be developed on the job, 3 is essential
Specialising In Professional HR Talent, Training & Development
Business Acumen Demonstrates an in-depth
understanding of the marketplace.
Able to create original concepts based
on data driven research outcomes.
Understands the relationship between
customer relationship management
and business objectives. Confidence
evident.
3
Technical Acumen Demonstrates a well-developed
understanding of the technical aspects
of products and their application.
Demonstrates well-developed
knowledge of Company businesses.
Demonstrates well-developed
knowledge and ability in the promotion
of brand image including writing and
negotiation skills. Strives toward
developing digital marketing acumen.
Demonstrates well developed acumen
of CRM marketing tools, inclusive of the
tool elected by the business.
3
Interpersonal Skill Exhibits strongly developed ability to
develop effective working
relationships with and influence people
at diverse levels through
integrity, competence, enthusiasm,
knowledge, service ethic, maturity
and firmness
3
Organization of Work Well-developed ability to prioritise, plan,
organise diverse activities and elements
to meet deadlines.
3
Problem-solving, decision making, interpersonal skills, business acumen, planning, response to pressure, innovativeness,