Customer Relationship / Data Analysis Manager

Our client is looking for someone who is passionate about customers and analyzing data to join their team. Reporting to the Marketing Manager, the successful applicant will be responsible to effectively manage strategies, practices and technology to analyze customer interactions and data though the customer lifecycle and across all channels and platforms including on-line, social media, in-store, public relations, and eventing.

Duties and Responsibilities (include but are not limited to):

• Plan and deliver the customer relationship management strategies and expand the company’s brand value
• Strategically plan, execute, and assess the performance of the CRM program with internal stakeholders
• Identify opportunities to grow the customer base, build and preserve positive trusting relationships with customers
• Understand competitors as input to strategy and approach to customer information management
• Effectively manage the CRM system and utilization of report generation function
• Collaborate with IT on defining the capabilities and driving the implementation of the required CRM infrastructure
• Establish workflows and standards for entering data in the CRM system
• Effectively utilise the reporting function to provide insight into data and the opportunities presented
• Collaborate with BI to identify opportunities to improve usage of the CRM including automating basic everyday tasks
• Troubleshoot user or software errors that inhibit the efficiency of the interaction between customers, employees, and the system
• Ensure the customer data base is correctly segmented to assist with identifying and generating the correct marketing approach and activities across channels and platforms
• Oversee the CRM data including data mining to gather information about customers buying behaviour and demographics.
• Identify appropriate channels to gather information regarding customers profiles
• Conduct reviews using CRM programs
• Provide subject matter expert input to training material and train employees on the CRM system and its utilization
• Ensure compliance to all relevant legislation including POPI, CPA.
• Provide customer data that enables store staff to effectively interact with customers face-to-face
• Customize and generate marketing reports from the CRM
• Analyse the marketing reports to determine what kind of customer trends the business should respond to
• Identify opportunities to grow the business i.e. retain existing customers, attach new, and grow actual spend by upselling and cross-selling
• Meet with teams to help them to analyze business trends
• Conduct quality assurance surveys to determine customer satisfaction and utilise the findings as input to action plans to address areas requiring improvement
• Conduct relevant research
• Build and maintain effective relationships with key stakeholders
• Collaborate with other departments including but not limited to IT, BI, Stores, and Marketing
• Work closely with the marketing team to identify effective marketing methods
• Work closely with Help Desk to respond to and resolve customer complaints quickly and efficiently.
• Provide input to and agree the most appropriate methods to keep customers updated on the latest products to increase sales.
• Improve customer service relationships and assist in customer retention that drives sales growth
• Design, obtain input, sign off and implement the right approach to the opportunities presented by the analysis of customer data including but not limited to e-marketing, newsletters, coupons, visual merchandising, telephonic, website, social networks, POS

Qualifications and Experience:

• A degree in Marketing, Information Technology, Public Relations, Business Administration, Economics, Finance, or any other related field
• A minimum of 3 – 5 years’ experience working in a CRM position
• Experience in establishing a CRM system is a requirement
• Valid Driver’s license
• Strategic and analytical thinking
• Proficient in all Microsoft applications (confirm proficiency levels and any other system proficiency required)
• Confident to navigate systems
• Understanding of relative legislation
• Proven research skills
• Creative/innovative approach to solution generation
• Able to keep up to date with competitor activity and maintain a high level of product knowledge

If you feel you are the candidate for this position, please email your updated CV in WORD format along with a copy of your ID, Qualification, driver’s license and reference letters or contactable referees to