Key Responsibilities:

Customer Relationship Management:

•  CRM Strategy Implementation: Assist in the development and execution of CRM strategies to build and maintain long-term relationships with customers. Ensure that customer interactions are positive and productive.

•         Customer Data Management: Maintain and update accurate customer records in the CRM system (e.g., Pipeline). Ensure that customer information is current and correctly categorized for segmentation and reporting purposes.

•         Customer Communication: Serve as the primary point of contact for customer inquiries related to IT hardware and networking products. Ensure all customer queries are addressed promptly and professionally.

Sales & Marketing Support:

•         Lead Management: Assist in capturing and managing leads through the CRM system, ensuring that sales opportunities are tracked and followed up effectively.

•         Campaign Coordination: Support marketing teams by segmenting customer data for targeted campaigns and promotions. Track the effectiveness of campaigns and share results with the team.

•         Reporting & Analysis: Generate regular reports on customer interactions, sales performance, and CRM effectiveness. Provide actionable insights to sales and marketing teams to improve customer engagement and retention.

Customer Retention & Satisfaction:

•         Customer Feedback: Collect feedback from customers on products, services, and overall experience. Relay insights to relevant departments to improve customer experience.

•         Issue Resolution: Work closely with the customer support and technical teams to resolve product or service-related issues in a timely manner.

•         Customer Satisfaction Monitoring: Track and measure customer satisfaction through surveys and other tools. Proactively address concerns to ensure customer retention and loyalty.

Process Improvement:

•         CRM System Maintenance: Ensure the CRM system is properly set up, maintained, and updated to reflect current customer information. Collaborate with IT teams for system improvements and troubleshooting.

•         Best Practices Implementation: Develop and promote the best practices for CRM data management, customer outreach, and follow-up to ensure consistent, high-quality service.

Cross Department Collaboration:

•         Sales Team Collaboration: Work closely with the sales team to ensure that customer data is leveraged to drive sales opportunities and optimize sales performance.

•         Marketing & Product Teams: Collaborate with marketing teams to identify customer segments for targeted campaigns and work with product teams to ensure that customer feedback is considered for future product development.

Required Skills & Qualifications:

•         Bachelor’s degree in business administration, Marketing, or a related field.

•         5 years of experience in CRM management, preferably within the IT hardware and networking industry.

•         Proficiency with CRM software (e.g., Salesforce) and Microsoft Office Suite (Excel, Word, PowerPoint).

•         Strong organizational skills with the ability to handle multiple tasks and priorities.

•         Excellent communication and interpersonal skills with a focus on customer service.

•         Strong analytical skills with the ability to interpret data and generate insights.

•         Basic understanding of IT hardware and networking products and services is a plus.

•         Ability to work independently and in a team environment.

•        Attention to detail and ability to ensure data accuracy.