CRM Specialist at ARM Hold Co.

Role Description

• Administers multiple maintenance functions of the web-based CRM (Customer Relationship Management) system with a primary goal of ensuring data integrity
• Responsible for the quality and consistency of data used to drive ARM sales and marketing efforts across various businesses
• Objectively evaluates ROI of potential marketing effort based upon criteria set by marketing and customer experience teams
• Reports to the Head of Marketing on a daily basis.

Responsibilities

• Serve as the in-house CRM specialist
• Plan and deliver CRM strategy with a view of retaining existing customers, improving customer experience, increasing repeat visitation and growing qualified databases, across all ARM businesses
• Manage quality and consistency of data, train users, generate reports and input data to support organization initiatives
• Work across all ARM businesses to maintain timely, accurate and uniform documentation of all records in the CRM system
• Segment and manage customer data for various ARM offerings and set up appropriate funnels and campaigns within CRM software that deliver results for the business
• Set up marketing automation and establish workflows for data capture, always ensuring data integrity.
• Delivery of all CRM activities for the business to meet agreed KPIs – including direct mail, SMS marketing, mobile messaging, loyalty program in line with marketing calendars for the brand.
• Leverage campaign results to run the planning and testing process to continuously drive increased customer interest, conversion, sales, LTV and profitability across segments and channels
• Customize and pull marketing reports from CRM system on a weekly basis with analysis of trends, successes and learnings. Set up live dashboards for campaigns
• Create campaign specific landing pages and webforms on website to support CRM campaigns and capture data.
• Manage partner relationship with CRM vendor companies
• Update and maintain stakeholder records within the CRM system
• Lead regular communicate on the need to ensure clean data for use across all areas of the organization
• Provide timely insights and analytical support to different internal business stakeholders (including sales, marketing and other departments) to support effective business decision-making
• Assist with administrative duties related to research & business intelligence
• Demonstrate a complete commitment to the goals and mission of ARM, and
• represent the brand professionally at company and client sponsored events
• Perform other related duties, special projects and assignments as required

Educational/Professional Requirement and Competencies/Skills

• 3-5 years of experience in a CRM and/or analytical role (ideal backgrounds include similar CRM administrator role in financial services sector
• Bachelor's Degree in an analytical field (math, economics, engineering, statistics, etc)
• Excellent problem-solving and analytical skills
• Ability to work with large datasets and summarize findings in a clear format
• Experience of actively using and optimising CRM techniques including segmentation, campaign planning, implementation and evaluation
• Understanding of Google Analytics and HTML
• Combine creative and pragmatic use of insight and data with attention to detail
• Strong mathematical skills to analyze reports including conversion rates, business won and lost and return on investment formulas
• Proven experience successfully managing multiple projects in a fast-paced environment
• Proficiency in Microsoft 365 software products, including ability to quickly learn industry related software
• Experience with statistical packages such as Power BI, SAS, R, SPSS, etc. is a plus
• Experience troubleshooting both hardware and software issues
• A keen eye for detail to be able to identify issues and to deliver solutions for any CRM issues that arise. Drive continuous improvement of all aspects the CRM system.
• Demonstrated ability to convey a sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect