• The CRM Specialist will manage and optimize the company’s Customer Relationship Management (CRM) system to support sales and customer service processes. The role is key in ensuring the CRM platform tracks leads, sales, and client engagement effectively. This position will collaborate with sales, marketing, and after-sales teams to improve customer retention, streamline operations, and enhance customer satisfaction.

Key Responsibilities:

• Maintain and update the CRM system to ensure data accuracy, integrity, and system functionality.

• Work with internal teams to customize the CRM for specific needs, optimizing workflows and reporting.

• Manage data input and ensure client, sales, and lead information is accurate and secure.

• Troubleshoot and resolve CRM issues, ensuring minimal downtime and efficient operations.

• Support the sales team by managing leads and tracking follow-up actions within the CRM.

• Monitor the sales pipeline and provide management with accurate reports and insights.

• Track all client interactions in the CRM to ensure seamless communication and improved customer retention.

• Assist sales and after-sales teams in managing client communication and improving satisfaction.

• Use CRM data to segment clients and implement targeted communication strategies.

• Monitor customer feedback and collaborate with teams to improve client retention strategies.

• Generate reports on sales performance, lead conversion rates, and CRM usage.

• Analyse CRM data to provide insights into customer behavior, sales trends, and process improvements.

• Track key performance indicators (KPIs) related to client engagement and sales pipeline.

• Ensure CRM processes align with business strategy and work across departments to ensure effective adoption.

• Train staff on CRM best practices and troubleshooting.

• Integrate CRM with other business systems (e.g., ERP, marketing automation) for seamless data flow.

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Information Technology, or related field.

• 4-5 years of experience in CRM management, preferably in the property development or real estate sector.

• Proficiency in CRM systems (Salesforce, Microsoft Dynamics, Zoho, etc.) and advanced Excel/reporting skills.

• Strong verbal and written communication skills, with the ability to collaborate across departments.

• Proven ability to analyse data and generate actionable insights.

• Demonstrated ability to troubleshoot CRM issues and find efficient solutions.

• Experience working with property developers and understanding of the property market.

• Strong leadership, communication, negotiation, and interpersonal skills.

• Ability to thrive in a fast-paced, dynamic environment and solve problems effectively.