Department: Sales and Marketing

Primary Reporting: Sales and Marketing Director

Secondary Reporting: Executive Team

Collaborate: Sales and Marketing Managers

Job Summary:

The CRM Development Specialist designs, develops, and implements customized solutions within the company’s CRM system to enhance customer satisfaction, retention, and overall business growth. This role requires close collaboration with various departments to understand their needs, translating them into effective CRM functionalities. The specialist ensures the CRM system is optimized for performance, usability, scalability, and security.

Ethos and Values

• To ensure the vision for CTU is shared, understood, and implemented effectively.
• To demonstrate a commitment to professional learning and continuous improvement
• To model CTU’s commitment to excellence, independence, and opportunity in everyday work and practice.

Duties and Responsibilities

1. CRM Development and Customization:
   • Develop, configure, and customize CRM applications to meet business requirements.
   • Create and maintain custom entities, workflows, plugins, and integrations with other systems.
   • Implement CRM solutions to enhance business processes and customer interactions.
2. System Integration:
   • Integrate the CRM system with internal and external systems, including ERP, marketing automation, and third-party applications.
   • Develop and maintain APIs and data connectors for seamless data flow.
   • Troubleshoot and resolve integration issues.
3. Technical Support and Maintenance:
   • Provide ongoing technical support, addressing issues or bugs.
   • Perform regular system maintenance, including updates and upgrades.
   • Ensure data security and integrity through proper data management practices.

4. Collaboration and Requirements Gathering:
   • Work with business analysts, project managers, and end-users to gather and document CRM requirements.
   • Collaborate with cross-functional teams to design and implement solutions aligned with business objectives.
   • Participate in project planning and execution, ensuring timely delivery of CRM solutions.
5. Reporting and Analytics:
   • Develop custom reports and dashboards to provide insights into business performance.
     • Identify Key Metrics
       • Define the critical business metrics and KPIs (Key Performance Indicators) relevant to your organization’s goals.
       • Examples include sales performance, customer acquisition costs, customer lifetime value, and lead conversion rates.
     • Design reports and Dashboards
       • Use data visualization tools (e.g., Tableau, Power BI, Google Data Studio) to create intuitive and interactive dashboards.
       • Ensure that the dashboards are user-friendly and tailored to different stakeholders (e.g., executives, sales teams, marketing departments).
     • Automate Reporting
       • Set up automated reporting schedules to ensure timely updates and consistency.
       • Use tools that allow for scheduled email reports or live dashboard links.
     • Utilize data analytics tools to extract and analyze CRM data for decision-making.
       • Choose Appropriate Tools
         • Select data analytics tools that integrate well with your CRM system (e.g., SQL, R, Python, CRM-native analytics tools).
         • Ensure tools can manage the volume and complexity of your data.
       • Data Extraction
         • Extract relevant data from the CRM using SQL queries, API calls, or data export features.
         • Focus on obtaining data that provides insights into customer behaviour, sales trends, and operational efficiencies.
       • Data Analysis
         • Perform descriptive, predictive, and prescriptive analytics to uncover trends and patterns.
         • Use statistical analysis, machine learning models, and other advanced analytics techniques to derive actionable insights.
       • Ensure data quality and accuracy in reports and analytics.
         • Data Governance
           • Implement data governance policies to maintain data integrity and consistency.
           • Establish roles and responsibilities for data management and quality assurance.
         • Data Cleaning
           • Regularly clean and validate data to remove duplicates, correct errors, and fill in missing values.
           • Use automated tools and scripts to ensure continuous data quality.
         • Validation and Testing
           • Validate reports and dashboards against raw data to ensure accuracy.
           • Evaluate analytical models and scripts to confirm they are providing correct insights.
         • Feedback and Iteration
           • Gather feedback from end-users to improve the relevance and clarity of reports and dashboards.
           • Continuously iterate on the reports and analytics processes to adapt to changing business needs.

By focusing on developing custom reports and dashboards, utilizing data analytics tools effectively, and ensuring data quality, organizations can derive valuable insights from their CRM data, leading to better decision-making and improved business performance.

6. Training and Documentation:
   • Create and maintain documentation for CRM configurations, customizations, and integrations.
   • Provide training and support to end-users for effective CRM system use.
   • Develop user guides, technical manuals, and training materials as needed.

QUALIFICATIONS, EXPERIENCE AND COMPETENCIES:

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Marketing, Business Administration, or a related field. A master’s degree is a plus.

Experience:

Minimum of 5 years of experience in a similar role, with a proven track record of developing and executing successful communication and event strategies.

Proven experience as a CRM Developer or Manager, or in a similar role.

• Strong knowledge of CRM systems (e.g., Salesforce, Microsoft Dynamics, HubSpot) and related technologies.
• Proficiency in programming languages (e.g., C#, JavaScript, SQL) and web development (e.g., HTML, CSS).
• Experience with API development, integration, and data analysis tools (e.g., Excel, SQL, BI tools).

Competencies:

• Excellent written and verbal communication skills.
• Strong organizational and project management skills.
• Experience in the technology industry is a plus.
• Excellent communication, interpersonal, and critical thinking skills.
• Ability to work independently and as part of a team.

Preferred Skills:

• Experience with cloud-based CRM solutions and marketing automation tools.
• Knowledge of CRM best practices, industry trends, and data protection regulations (e.g., GDPR, CCPA).
• Certification in CRM platforms or relevant technologies.
• Experience with PowerBI and PowerAutomate
• Familiarity with agile development methodologies, customer journey mapping, and user experience (UX) design.
• Experience with data migration and ETL processes.