Job Opportunity: Customer Relation Management Expert position available at Grace Construction Chemicals in Addis Ababa. Business and Administration, Sales and Marketing jobs in Ethiopia are in high demand. Apply now through GeezJobs - Ethiopia's leading job portal.

Most market research analysts work full time during regular business hours

Salary =atractive salary

Required necessary Equipment  and Material

Equipment:

• Laptops or desktop computers with advanced software such as Excel, SPSS, and marketing analytics tools.

Materials:

• Market research reports and industry publications.
• Notebooks and pens for data collection and note-taking.

Whiteboards and markers for brainstorming

Key Role

CRM Strategy Development:

• Develop and implement customer relationship management

  strategies to drive customer retention, satisfaction, and loyalty.

• Analyze customer data and behavior to create personalized strategies and enhance customer interactions.

CRM System Management:

• Oversee the setup, customization, and optimization of CRM platforms (e.g., Salesforce, HubSpot, Microsoft Dynamics).

• Ensure CRM systems are effectively utilized for managing customer interactions, tracking sales, and handling support inquiries.

Customer Data Management:

Collect, organize, and maintain customer data to ensure accurate and up-to-date records.

• Segment customer data based on demographics, behavior, and preferences to tailor marketing and service efforts.

Customer Engagement & Communication:

• Develop and execute personalized communication strategies to engage customers across various channels (email, phone, social media, etc.).

• Create targeted campaigns that nurture relationships, increase engagement, and promote brand loyalty.

Customer Support & Issue Resolution:

• Provide expert guidance on resolving complex customer issues, ensuring timely and effective solutions.
• Address customer complaints, concerns, or inquiries and escalate issues when necessary.

Analysis & Reporting:

• Analyze customer feedback, satisfaction surveys, and other performance metrics to assess the effectiveness of CRM initiatives.
• Produce regular reports on CRM performance, customer trends, and key insights for stakeholders.

Cross-Departmental Collaboration:

• Work closely with sales, marketing, product, and customer service teams to align CRM strategies with business goals.
• Collaborate on customer-centric campaigns, product launches, and promotions.

Continuous Improvement:

• Identify opportunities to improve CRM processes, workflows, and customer interaction methods.

• Stay up-to-date with the latest CRM trends, tools, and best

  practices to keep the organization’s CRM efforts cutting-edge.

Customer Segmentation & Targeting:

• Develop customer personas and segments based on data to target specific customer groups effectively.
• Tailor marketing and sales strategies to different customer segments, enhancing relevance and response rates

Perform other job-related duties as required by the company

• Bachelor’s Degree (required): In fields such as Business Administration, Marketing, Communications, or a related area.
• Master’s Degree (optional but advantageous):

A Master’s in Business Administration (MBA) or a specialization in Marketing, Customer Experience, or Digital Transformation may be beneficial.

CRM Software Expertise:

• Proficient in using and optimizing CRM tools such as Salesforce, HubSpot, Microsoft Dynamics, Zoho, etc.
• Understanding of CRM automation features, customer segmentation, and reporting functionalities.

Analytical Skills:

• Strong ability to analyze customer data, sales reports, and CRM metrics to identify trends and optimize strategies.
• Comfort withCRM analytics toolsand Excel forcreating data-driven insights.

Customer-Centric Mindset:

• A deepunderstanding of customer needs and behaviors, and the ability to craft solutions that align with their preferences.
• Strong focuson customer satisfaction and experience, ensuring that CRM strategies improve engagement and loyalty.

Communication Skills:

• Exceptional writtenand verbal communication skills for creating clear and compelling customer communication strategies.
• Ability to communicate complex CRM data andinsights to non-technical stakeholders.

Problem-Solving:

• Ability to troubleshoot andresolve issues related to CRM systems or customer relationships.
• Skilled in addressing complexcustomer concerns and finding effective, customer-friendly solutions.

Project Management:

• Ability to manage multiple CRM initiatives simultaneously, prioritize tasks, and meet deadlines.
• Strong organizational and planning skillsto ensure CRM projects are executed smoothly.

Collaboration and Teamwork:

• Ability to work cross-functionally with different departments to implement and refine CRM strategies.
• Leadership andmentoring skills to guide juniorCRM staff or team members in best practices.

Attention to Detail:

• Meticulous in managing customer data, ensuring accuracy in CRM systems and reporting.
• Ability to spot trends,outliers, or errorsin data and take corrective actions.

Adaptability and Continuous Learning:

• Ability to adapt to new CRM technologies and tools as the landscape evolves.
• A continuous improvement mindset to keep up with changing customer expectations and CRM best practices.

Certififcation and license

• CRM Certification (e.g., Salesforce Certified Administrator, HubSpot CRM Certification, Microsoft Dynamics CRM Certification).
• Customer Experience (CX) Certifications (e.g., Customer Experience Professional (CCXP), Certified Customer Service Professional (CCSP)).

Project Management Certifications (e.g., PMP or Agile certifications) can be helpful for process management and cross-functional collaboration.

Experience in CRM:

• Typically, 3-5 years of experience in customer relationship management or related roles, such as customer support, sales, or marketing.
• Hands-on experience with CRM platforms (e.g., Salesforce, HubSpot, Zoho CRM) and a solid understanding of how to leverage these tools effectively.

Experience in Data Analysis:

• Experience analyzing customer data and using CRM analytics tools to derive actionable insights.
• Ability to create reports and dashboards to track customer behavior and CRM performance.

Customer-Focused Experience:

• Prior experience in customer service, customer success, or customer experience roles is highly valuable.
• Experience in managing customer inquiries, complaints, or support cases, especially in high-stakes situations.

Cross-Functional Collaboration:

• Demonstrated experience working with sales, marketing, and product teams to implement customer relationship strategies.

Experience aligning CRM efforts with broader business goals and customer-facing initiatives.

How To Apply

Apply to

Graceconstructionchemicals@gmail.com

09 01 94 12 30