Customer Relationship Management Job Description
As you can guess by the title, a Customer Relationship Management (CRM) Executive is responsible for taking care of a company’s customers. In an era where the consumer has more choice and power than ever, organisations must hire someone capable of keeping customers happy enough to make repeat purchases and recommend the business. Keep reading to learn more about what a CRM Executive does.
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What does a CRM Executive do?
A CRM Executive needs to understand their company’s target audience to understand what consumers want. The role involves the following duties:
- Planning CRM strategies designed to attract and retain customers while expanding the brand’s reach and boosting consumer loyalty.
- Creating emails and other content as part of a wider marketing campaign.
- Answering customer queries and dealing with complaints.
- Implementing strategies to test the various forms of marketing developed by your team.
- Liaising with other departments to create a CRM strategy that works across the board.
In a nutshell, you are the person who is supposed to make your customer’s dreams come true! If you do your job correctly, you will attract new business for your company while retaining existing customers.
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CRM Executive responsabilities
Your typical duties will include:
- Planning and delivering CRM strategies across the organisation with a view to retaining existing customers, increasing brand loyalty and expanding the company brand.
- Deciding on a final CRM structure and architecture that will work seamlessly across the business and capture crucial information along the sales funnel.
- Making sure the customer database is correctly segmented for targeted marketing activities.
- Collaborating with other departments ensure the CRM strategy works well for every aspect of the business.
- Development of testing strategies to guarantee the most efficient approach for the organisation and its customers.
- Coming up with creative ideas, preparing proposals, overseeing the production process & execution and reporting the results to the relevant people.
CRM Executive Requirement
To become a successful CRM Executive, you need to possess the following:
- The ability to meet tight deadlines and outstanding time management skills.
- Teamworking and leadership skills; you’ll be in charge of a team which means you need to guide employees in the right direction, create new strategies and stay on top of the administration side of things.
- Excellent communication skills as you must speak with clients, employees, and customers.
- Commercial awareness. A CRM Executive must know his/her target market well and have the ability to create campaigns that grab the attention of customers and solves their problems.
- Top quality analytical skills. A big part of your job involves gathering and analysing data to help you understand your customer base and coming up with suggestions for improving the existing strategy.
CRM Executive Education
It is not strictly necessary to complete third-level education to become a CRM Executive. You can work your way up the ladder by taking on an entry-level sales or marketing role. In general, however, companies hiring CRM Executives will expect you to have several years of experience in a related field if you don’t have college credentials.
If you decide to go to college, your best bet is to earn one of the following degrees:
- Sales
- Marketing
- Business
- Sales Management
There are also online courses such as the Professional Diploma in B2B Marketing available from UCD. This particular course is 12 weeks long with a 3-hour lecture each week.
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CRM Executive Skills
Becoming a successful CRM Executive involves someone with strong analytical and technical skills. However, outstanding communication and interpersonal skills are essential. You represent your brand, so if you can’t make customers feel welcome and valued, it doesn’t bode well for your company. The following skills are also important:
- Creativity
- Problem-Solving
- Teamworking
- Advanced level of computer literacy
- Time management
- Project management
Customer Relationship Management Executive Career Path
Building your experience and knowledge is crucial if you hope to enjoy a good career in marketing. There are a number of ways to gain what you need via higher education or an apprenticeship. If you go down the college route, these are the BA that will prove to be useful.
- Marketing,
- Business Management,
- Advertising,
- Digital Advertising or Marketing &
- Events Management
Before you consider a career as a CRM Executive, make sure you think about your skillset and the marketing roles you’re best suited for. Although a marketing degree will help your cause, it is an industry that values experience over all else. Therefore, make sure you work in a sales or marketing role for a couple of years at least before applying.
While you shouldn’t plan too far ahead, it is wise to gain technical and managerial skills. With enough experience, you could make the leap to CRM Manager. From there, you have the chance to reach Senior CRM Manager level, followed by Head of CRM. In some companies, there is also a Director of Performance Marketing position.
CRM Executive Salary in 2021
A CRM Executive in Dublin could earn between €35,000-€65,000 per annum range depending on the industry, company, and location. If you rise through the ranks and become the head of CRM, a yearly salary of up to €130,000 awaits you in Dublin; this falls into the €70,000-€110,000 range elsewhere in the country.
CRM Executive Working Hours
It is an office-based role, but you may have to travel to meetings or events to promote your brand.
You can also expect to work with several clients simultaneously, and it is challenging to keep on top of everything. Things get extremely hectic around peak times, so you can expect to work weekends and evenings. If you are in the retail sector, Cyber Monday and Black Friday are among your busiest times of the year, for instance.
When applying for the role of CRM Executive, remember that you’re supposed to work for the business’ benefit. Therefore, make sure you carefully research the company and its market.
Reasons for becoming a CRM Executive
It is the perfect job if you like working with people and enjoys an ever-changing work environment. The CRM Executive role is genuinely interesting as you get to learn more about how people act and behave.
The data you receive provides you with an insight into customer behaviour, and you can use these details to create a tangible marketing plan. The salary is excellent too as your skills are in hot demand.
Hardest part of being a CRM Executive
As a CRM Executive, you face challenges at every turn and the pressure is usually on. You have to manage a team of employees and sift through an enormous amount of data to come up with something a client can use. If the information you provide isn’t up to scratch, and the subsequent marketing campaign is a failure, the buck stops with you.
If you liked the information provided in this Customer Relationship Management Executive Job Description from typical duties to the good points and career path, then a career as a CRM executive might be the right path for you.
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