Saturday, August 3, 2013

CRM ANALYST

A leading private equity investor in global growth markets, with the deepest bench of private equity experience across global growth markets.
Our client has supported best-in-class organizations focused on entrepreneurship and job creation, healthcare, education and community engagement which has enabled a deep-rooted, sustainable impact on the economic landscape of the markets in which the organization operates.
They regard every member of the team as important and as an equal partner in the quest to be the leading private equity firm in each of the regions in which they operate.
Our client would like to fill the vacancy of CRM ANALYST

Job Purpose/Summary

Primarily responsibility for keeping the CRM up to date. He/She will compile data over time and keep track of clients at every point in a life cycle. The job holder will monitor progress against a set of benchmarks and metrics.

Duties and Responsibilities

Primarily responsibility for keeping the CRM up to date
Building industry knowledge on CRM through communication and research
Managing, researching and analyzing data in the CRM
Mine data to spot trends and find correlations among different data points
Compiling and analyzing metrics on customer file database and responsible for queries to the database and data quality
Evaluates and report on data source, analysis of data and executes data governance initiatives
Manage customer file data migration across systems and document system flows for customer data
Liaise with other customer-facing representatives and ensure preparation and maintenance of Service Level Agreement
Ensure senior management are informed of all relevant CRM operational issues e.g. regular reports, appropriate escalation of issues, adherence to SLAs etc.
Identifying and proposing methods for the resolution of customer and end user issues to enhance decrease in support requirements
Training of internal parties on customer information management as required to ensure efficient customer support
Develop and assist with the implementation of customer-centric internal policies and procedures for supporting the growth and maintenance of client base in an efficient manner
Establishing a rapport with the internal marketing team and participate in planning and developing customer focused programs
Provide detailed analytics on all client segments with the aim of better understanding customer needs as well as in pursuit of finding resolution of customer concerns

Minimum Qualifications

Degree in Business Administration/Marketing/IT or any other related field
1 – 3 years’ experience in a similar position
Working knowledge of Oracle CRM systems and associated analytics
Strong communication skills
Computer literate with proficiency in office productivity applications
Quantitative analysis background with solid business skills

Skills required

Result oriented and a high performer with an entrepreneurial mind set
Strong interpersonal skills and human relations
Strong understanding of customer and market dynamics and requirements
Proven leadership and ability to drive business development teams
High levels of integrity

Salary Budget: Kshs. 170,000
How to apply: If you are interested in the position and have the skills and talents our client is looking for, we would like to hear from you.
Please forward a copy of your updated resume, your current salary and benefits package to info@dorbe-leit.co.ke before close of business 12th Aug 2013.Only successful candidates will be contacted.
For more vacancies visit our website www.dorbe-leit.co.ke