Customer Relationship Management Specialist

Working Arrangement: Office-based during the first year; hybrid from the second year with 3 days in the office and 2 days working from home

Working Hours: Monday - Friday, normal office hours

Employment Type: Full-time

We are looking for a CRM Specialist to manage and optimize our customer relationship management activities, with a strong focus on customer retention, repeat business, personalised communication and referrals.

The successful candidate will be responsible for ensuring that customer information is accurate, up to date and effectively managed within the CRM system. You will use customer data and behavior to develop targeted and persuasive marketing communications that encourage customers to return, purchase additional services and recommend the company to friends, family and other potential customers.

This role is ideal for someone who understands that CRM is more than simply managing a database or sending emails. You will play an important role in creating personalized customer experiences that build long-term loyalty and generate additional revenue through repeat and referral business.

• Manage and maintain the company's CRM system and customer database.
• Ensure customer information is accurate, complete and up to date.
• Regularly review customer records and identify incorrect, duplicated or missing information.
• Maintain high standards of data accuracy and integrity.
• Segment customers based on behavior, preferences, purchase history and other relevant information.
• Ensure customer information is easily accessible and useful for marketing and customer engagement activities.
• Identify opportunities to improve CRM processes, workflows and reporting.

• Develop strategies to encourage existing customers to return and make use of the company's services again.
• Analyse customer behavior and previous purchases to identify opportunities for repeat business.
• Develop targeted campaigns for previous and existing customers.
• Monitor customer engagement and identify opportunities to re-engage inactive customers.
• Help create customer journeys that encourage long-term loyalty.
• Track and report on repeat customer activity and retention performance.
• Develop and execute personalized email marketing campaigns.
• Create relevant customer communications based on customer interests, history and behavior.
• Work with marketing teams to develop persuasive content designed to encourage customers to take action.
• Use customer data to ensure communications are relevant rather than generic.
• Test different messaging, offers and campaigns to improve customer engagement and conversion.
• Monitor email performance, including open rates, click-through rates, engagement and conversions.
• Continuously optimize campaigns based on results and customer behaviour.
• Develop initiatives that encourage satisfied customers to refer friends, family and other potential customers.
• Use customer experiences and feedback to identify opportunities to generate referrals.
• Develop personalized communications that encourage customers to recommend the company's services.
• Track referral activity and measure the effectiveness of referral campaigns.
• Help turn satisfied customers into long-term advocates for the brand.

• Monitor CRM and customer lifecycle performance.
• Track repeat purchases, customer engagement, referrals and campaign performance.
• Analyze customer data to identify trends and opportunities.
• Provide regular reports and insights to management.
• Use data to make recommendations for improving customer retention and revenue.

• 3+ years' experience in CRM, customer lifecycle marketing, customer retention, digital marketing or a similar role
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• Strong hands-on experience managing and maintaining CRM databases.
• Demonstrated experience working with customer data and ensuring data accuracy.
• Experience with email marketing and personalized customer communications.
• Strong understanding of customer segmentation and targeted marketing.
• Experience developing campaigns designed to generate repeat business.
• Understanding of customer retention and loyalty strategies.
• Experience with referral or customer advocacy campaigns would be advantageous.
• Strong analytical and reporting skills.
• Excellent written communication skills, particularly for customer-facing marketing communications.
• Commercial mindset with an understanding of how CRM can contribute to revenue growth.
• Strong attention to detail and…