Customer Relationship Management

**Company Overview**: Join our dynamic team as a Customer Relationship Management Specialist at Hamilton's Theatrical Supply, where we prioritize innovation, customer-centricity, and growth. We are dedicated to creating exceptional customer experiences through strategic CRM initiatives that drive engagement and loyalty.

**Responsibilities**:
**1. Build and Cultivate Customer Relationships**:

- Develop and nurture strong relationships with customers through proactive communication and personalized engagements
- Continuously seek ways to better understand customer needs, ensuring that goods and services align with their expectations and fulfill those requirements
- Handle customer inquiries, concerns and complaints efficiently, maintaining a focus on customer satisfaction and striving for quick and satisfactory resolutions
- Monitor direct communication channels with customers, and contribute to prompt issue resolution
- Conduct customer interviews to understand characteristics and preferences, allowing for a personalized approach to engagement
- Contribute to the development and implementation of systems that enhance the relationship between the company and its customers
- Provide clients with advice on creating and optimizing processes that contribute to profitability
- Actively listen to customer feedback, identify needs, and relay crucial information to the relevant departments for continuous improvement
- Proactively reach out to potential customers to establish new relationships and expand the customer base
- Develop and implement strategies to retain customers, keeping them engaged and satisfied with products and services
- Utilize CRM data and software to maximize efficiency in customer care processes and enhance overall customer experience

**2. Customer Segmentation and Targeting**:

- Leverage existing customer information to identify new potential customers and target audiences
- Collaborate in testing and optimizing customer interaction procedures to prioritize efficiency and effectiveness
- Utilize customer data to gain insights into preferences, behaviour, and trends, informing strategic decision-making
- Assist in developing strategies to expand the customer base by targeting new markets and demographics
- Analyze customer journeys to identify areas for improvement and enhance overall customer experience

**3. Improve Customer Care**:

- Identify and implement improvements to customer care processes, enhancing overall service quality
- Create and enhance the customer journey, ensuring a seamless and positive experience from initial contact to post-purchase interactions
- Develop and execute strategies to engage customers, enhance loyalty, and drive repeat business
- Assist in creating and implementing standardized customer relationship procedures across the organization
- Contribute to the implementation of new and cost-efficient communication channels with customers

**4. Sales & Marketing Responsibilities**:

- Work collaboratively with the sales team to understand customer needs and contribute to achieving sales targets
- Support Sales and Marketing teams in the execution of customer relationship management campaigns
- Monitor and analyze marketing metrics and trends to optimize strategies for customer acquisition and retention
- Use technology to improve marketing efforts, ensuring effective implementation of marketing tools

**5. Communicate with Other Departments**:

- Foster effective communication with internal departments to ensure a coordinated and customer-centric approach
- Collaborate with cross-functional teams to set clear customer expectations and contribute to revenue goals

**6. Monitor Competitor Activities**:

- Stay informed about industry trends and monitor competitors to identify opportunities for improvement and innovation

**Skills**:

- Strategic thinking
- Data analysis
- Communication
- Team collaboration
- CRM software proficiency and digital literacy
- Customer engagement with focus on customer service
- Problem solving
- Time management
- Situational awareness

Pay: $42,000.00-$55,000.00 per year

**Benefits**:

- On-site parking
- Paid time off
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed

Ability to commute/relocate:

- Scarborough, ON M1P 2Y4: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Language**:

- English (preferred)

Work Location: Hybrid remote in Scarborough, ON M1P 2Y4