Untapped
Untapped
Untapped
About the job
CRM Officer (ZOHO One)
Remote | South Africa
Salary: R30,000 – R40,000
Working hours: 9:00 am – 17:00 pm (Flexible)
Our client, a full-suite e-commerce solutions platform, is seeking a skilled and experienced CRM Officer to join their dynamic team. The ideal candidate will have a strong understanding of CRM systems to support sales, marketing and finance, including workflow setup, and extensive knowledge of Zoho CRM and its integrations.
Role Aim: The CRM Officer is dedicated to the smooth running and continuous improvement of our SaaS Data tools across the Zoho One suite including their interaction with other stakeholders
Key Responsibilities:
Control, maintain and challenge impeccable data hygiene standards within or CRM and associated SaaS tools to maximise accuracy, high service levels and opportunity
Develop and implement CRM strategies to enhance customer engagement and retention
Build and develop Zia AI agents alongside AI workflow automations Set up and maintain workflows, automations and 3rd party connections within Zoho One to streamline business processes.
Utilize Zoho dashboards to monitor and report on key metrics for sales, marketing, development, onboarding, integrations, support and finance.
Maintain seamless integration of Zoho programs and tools.
Assist with upload and data management from ZoomInfo and other sources, to create targeted lists for sales and marketing campaigns.
Build and generate comprehensive reports to support decision-making across all departments.
Collect, analyze, and interpret customer data to provide actionable insights.
Design and implement CRM strategies that align with the company’s goals, including customer acquisition, retention, and engagement campaigns.
Work closely with sales, marketing, compliance and customer service teams to ensure a cohesive and effective CRM strategy.
Gather and analyze customer feedback to identify areas for improvement and enhance the overall customer experience.
Manage and optimize marketing automation processes to improve efficiency and effectiveness.
Support the sales team with the sales pipeline to ensure smooth transitions and effective customer relationship management.
Coordinate with onboarding, integration and compliance teams to ensure up to date data, dashboards and reporting
Provide training and support to team members on CRM best practices and tools.
Ensure that customer data is handled securely and in compliance with relevant regulations.
Define and enforce roles, profiles, and permissions to ensure data integrity and appropriate access levels.
Customize and configure various entities in Zoho CRM to align with business processes.
Oversee the integration of third-party applications with Zoho CRM to enhance functionality.
Regularly review performance insights and make necessary adjustments to improve CRM effectiveness.
Analyze customer interactions and feedback to identify trends and areas for improvement in customer service.
Develop and monitor key performance indicators (KPIs) for customer service teams to ensure high-quality support.
Segment customers based on behavior and feedback to tailor customer service approaches.
Optimize workflows within Zoho CRM to enhance the efficiency of customer service processes.
Provide training to customer service teams on using CRM tools and interpreting data to improve customer interactions.
Establish a feedback loop between customer service and other departments to ensure continuous improvement based on customer insights.
Qualifications:
Ideally, around 5 years of experience working with CRM systems.
Proven experience with Zoho CRM and its various modules.
Strong understanding of email marketing principles, building workflows and best practices.
Ability to create and manage workflows within Zoho CRM.
Excellent analytical skills and the ability to generate actionable insights from data.
Proficiency in building reports for sales, marketing, compliance, support, development and finance teams.
Experience with data management and list creation for email marketing.
Strong communication and organizational skills.
Very proficient with all aspects of Zoho CRM.
Key Performance Indicators (KPIs):
Increase in customer engagement and retention rates.
Timeliness and quality of data management, monitoring and reporting for all departments
Successful execution and performance of email marketing campaigns.
Efficiency and effectiveness of workflows set up within Zoho CRM.
Accuracy and timeliness of reports generated for all areas of the business
Quality and relevance of data uploaded and managed from Zoom and other sources.
Growth in the number of targeted and segmented marketing lists.
Customer Relationship Management Specialist
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