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Manager of CRM Operations

1 month ago

Regina, Canada Brandt Full time

Brandt is currently looking for a Manager of CRM Operations in our Regina location. This position will report to the Director of CRM Implementation and will be responsible for the day-to-day operations of Brandt’s CRM team. They will also provide support and guidance to the Director in the development, implementation, and optimization of our CRM programs and systems to enhance customer satisfaction, increase Brandt’s revenue across all product lines and maximize customer lifetime value. This role requires a strong blend of strategic thinking, technical expertise, and leadership skills.

DUTIES AND RESPONSIBILITIES:
**Team Leadership and Collaboration**
- Lead and manage a team of CRM professionals, providing coaching, guidance, and support to ensure high performance and professional growth.
- Foster a collaborative work environment, promoting cross-functional collaboration and knowledge sharing to drive CRM success.
- Build strong relationships with internal stakeholders, such as marketing, sales, IT, and customer service teams, to align CRM efforts and drive results.

**Day-to-Day CRM Operations Management**
- Oversee the day-to-day operations of the CRM systems, ensuring smooth functioning, data accuracy, and system availability.
- Monitor system performance and resolve any issues or errors promptly, collaborating with the IT department or external vendors if necessary.
- Implement and enforce data governance policies and procedures to maintain data integrity and compliance with relevant regulations (e.g., GDPR, CCPA).
- Regularly conduct system audits and quality checks to identify areas for improvement and optimize CRM processes and workflows.
- Stay informed about industry best practices and emerging trends in CRM operations and proactively recommend system enhancements or process improvements to drive operational efficiency.

**Marketing Lead Generation**
- Participate in the management of Brandt’s Lead Generation activities. Daily interaction with the Marketing Lead Specialist team to manage incoming leads from all sources and their proper assignment to the correct resource to follow-up and contact the customer.
- Constantly monitor and develop ways to maximize leads generated, minimize response time, and increase lead value to our sales teams.
- Assist the team in identification of large events such as Con-Expo, Fieldays, etc and measures to capture leads, distribute them to the correct groups or people and track the outcomes and actual revenue of these leads.

**Data Analysis and Reporting**
- Lead initiatives to define CRM data and analytics to identify customer trends, behavior patterns, and insights to drive actionable recommendations for improving customer engagement, retention, and satisfaction.
- Develop and maintain CRM reports and dashboards to track key performance indicators (KPIs) and provide regular updates to management on CRM program effectiveness.

**CRM Strategy and Planning**
- Aid in the development and execution of the CRM strategy aligned with the company's overall business goals and objectives.
- Identify and define target customer segments, establish customer lifecycle stages, and develop customer engagement and retention plans.
- Collaborate with cross-functional teams, such as marketing, sales, and customer service, to align CRM efforts and leverage customer insights for improved business outcomes.

**CRM Program Development and Implementation**
- Participate in the design and implementation of CRM programs and initiatives, including customer segmentation, loyalty programs, personalized marketing campaigns, and customer feedback mechanisms.
- Work closely with the marketing team to leverage CRM data and insights to optimize customer acquisition, engagement, and retention strategies.
- Ensure CRM programs are executed effectively, monitor their performance, and make data-driven recommendations for continuous improvement.

**CRM Systems and Technology**
- Assist the Director of CRM Implementation in managing the CRM platform and related technologies, ensuring data integrity, system functionality, and integration with other business systems.
- Participate in the evaluation and selection of CRM tools and vendors that align with business needs and support the company's growth objectives.
- Stay up-to-date with CRM trends, best practices and emerging technologies, and provide guidance on their adoption to enhance CRM operations.

**Stakeholder Collaboration**
- Collaborate with cross-functional teams, such as marketing, sales, customer service, and IT, to align CRM initiatives and ensure seamless integration with other business systems.
- Liaise with marketing teams to understand campaign objectives and requirements, and facilitate the execution of targeted, personalized marketing campaigns through the CRM platform.
- Work closely with the sales team to identify opportunities for CRM-driven lead generation, pipeline management, and customer conversion strategies.
- Partner w