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Job Title: CRM Administrator
Region: Gauteng
Location: Johannesburg
Reporting to: IT Controller
Employment Type: Permanent
Role Purpose
The CRM Administrator will be responsible for managing and overseeing the company’s Customer Relationship Management (CRM) system. This role ensures that the CRM platform runs efficiently, providing optimized support for sales, service, and customer support teams. The CRM Administrator will maintain system accuracy, enhance user experience, and contribute to improved customer relationships through workflow optimization and strategic enhancements.
Skills and Experience (Minimum Requirements)
- Proven experience as a CRM Administrator or in a similar role, preferably within the industrial or equipment sales sector.
- In-depth knowledge and understanding of CRM systems (e.g., Salesforce, Microsoft Dynamics, or HubSpot).
- Proficiency in data management, reporting, and analytics.
- Excellent problem-solving and troubleshooting skills.
- Strong communication skills for training and user support across various departments.
- Highly detail-oriented, with the ability to handle multiple tasks and priorities effectively.
- Knowledge of data protection laws and compliance requirements (e.g., GDPR).
Duties and Responsibilities
CRM Management & Maintenance
- Administer, configure, and maintain the CRM system to support sales, service, and customer support processes effectively.
- Ensure the CRM platform is up-to-date, accurate, and accessible for all relevant teams.
- Monitor system performance, resolve issues, and collaborate with IT or third-party vendors for any necessary technical support.
Data Management & Integrity
- Oversee data entry processes to ensure the accuracy and consistency of customer data and service records.
- Conduct regular data audits to maintain the health of the CRM system and ensure compliance with company policies.
- Implement strategies for data cleanup, deduplication, and quality control to maintain high data integrity.
User Support & Training
- Provide daily support to CRM users, including troubleshooting and resolving user issues.
- Train new employees on CRM functionalities and best practices, ensuring efficient use of the system.
- Develop and update training materials, user guides, and FAQs for internal reference.
System Optimization & Enhancements
- Customize the CRM system to meet business needs, including setting up workflows, automation, dashboards, and reports.
- Collaborate with sales, marketing, and service teams to identify areas for improvement and implement system enhancements.
- Ensure seamless integration of the CRM with other tools and systems (e.g., ERP, marketing automation platforms).
Reporting & Analytics
- Generate and maintain reports and dashboards to track key performance indicators (KPIs) like sales performance, customer retention, and service delivery metrics.
- Analyze CRM data to identify trends and provide actionable insights for optimizing sales strategies and customer management processes.
- Provide regular updates to management on CRM usage and customer engagement trends.
Compliance & Security
- Ensure the CRM system adheres to relevant data protection laws (e.g., GDPR) and company policies.
- Manage user permissions, ensuring appropriate access levels to protect sensitive customer data.
- Stay informed about software updates, patches, and security improvements to keep the CRM system secure.
Key Personal Attributes
- Strong analytical skills with a keen eye for detail.
- Excellent organizational skills, able to handle multiple projects simultaneously.
- Proactive and able to work independently as well as part of a team.
- Strong interpersonal skills, capable of building positive relationships with users across various departments.
- High level of integrity and ability to handle sensitive information with confidentiality.
Qualifications
- A diploma or degree in Information Technology, Business Administration, or a related field.
- Certification in CRM software (e.g., Salesforce Certified Administrator, Microsoft Dynamics CRM) is an advantage.
- Minimum of 3 years’ experience in a similar role.
- Proficiency in MS Office Suite and advanced skills in Excel.
If you are passionate about optimizing CRM systems and enhancing customer relationship management, we invite you to apply and join our dynamic team. Please submit your application before the closing date.
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