Reporting to the Customer Excellence Director, the Global CRM Specialist will be responsible for the entire CRM strategy in HM.CLAUSE by setting high standards in terms of Customer experience and employee experience.

The CRM specialist will be analyzing customer data to provide insight and support strategic business decisions and develop strategies to optimize the customer/employees engagement and retention.

The essential duties and responsibilities of this position are:
• Design, implement, integrate, and maintain the CRM platform, ensuring the best customer experience flow.
• Create Marketing Campaign strategies to retain existing customers, increase brand loyalty, and expand the company’s brand value
• Prepare reports and analysis on customer data, trends, and insights to inform strategic decision-making.
• Develop and maintain strong relationships with clients, ensuring excellent customer service delivery.
• Develop Sales effectiveness dashboards and associated KPIs
• Develop and implement CRM training programs for internal teams
• Provide ongoing support and assistance to users
• Manage and oversee the performance of the CRM system & data and identify areas for improvement.
• Represents HM.Clause in all the Chorus CRM related initiatives
• Continuous benchmark with internal or external parties on best practices
• Collaborate with IT teams in projects or to improve the usability, troubleshoot technical issues and implement new ways of working

•  BAC+5 DIGITAL / PMO / Business

• Proven experience in CRM systems management (highly appreciated the knowledge in Microsoft Dynamics) and Customer experience design flows. Ability to help figure out how to better integrate the CRM with internal legacy platforms

• Project management experience and ability to own a topic

• Strong problem-solving and analytical skills to develop strategies that improve customer’s engagement and sales effectiveness trough Digital

• Organizational skills to arbitrate competing demands from marketing, sales, customers, and management

   

• In-depth understanding of the data structure, the database management and data analytics.

• Excellent communication and interpersonal skills to effectively interact with cross-functional teams and internal/ external stakeholders.