CRM Specialist

We are seeking a customer-focused and data-driven CRM Specialist to enhance customer relationships, boost retention, increase repeat purchases, and optimize the customer journey across various sales channels. The successful candidate will manage CRM systems, maintain accurate customer records, execute communication campaigns, track sales leads, and develop strategies to convert prospects into loyal customers. This role requires close collaboration with sales, marketing, e-commerce, and customer support teams to ensure personalized communication and a seamless customer experience within our laptop and IT products business.

Key Responsibilities

CRM System & Customer Database Management
Manage and maintain the company’s CRM system (Odoo) and customer database with up-to-date and accurate records including contact details, purchase history, inquiries, preferences, and communication logs. Organize customer data into meaningful segments based on behavior, interests, location, and sales potential. Maintain records of leads, quotations, follow-ups, orders, complaints, and post-sale interactions. Establish and enforce data entry processes, duplicate removal, and database hygiene while ensuring data security and compliance with privacy regulations. Generate regular reports on customer activity, sales pipeline, and retention metrics. Lead customer retention programs to foster loyalty and repeat business.

Lead Management & Sales Follow-Ups
Capture and manage leads from multiple sources such as the website, social media, WhatsApp, phone calls, walk-ins, and online marketplaces. Assign leads to appropriate sales representatives and monitor timely follow-ups. Track the entire lead journey from inquiry to purchase or closure. Follow up with customers interested in laptops, gaming PCs, computer components, business IT equipment, and accessories. Monitor pending quotations and abandoned inquiries, developing workflows and reminders to reduce missed opportunities. Collaborate with the sales team to improve lead response times and conversion rates. Maintain records of lost leads and analyze reasons for unsuccessful conversions.

Customer Retention & Repeat Sales
Develop strategies to encourage repeat purchases and strengthen long-term relationships. Identify upselling and cross-selling opportunities. Create customer segments based on purchase history and buying cycles. Plan targeted campaigns for existing, inactive, and high-value customers. Maintain engagement through product updates, special offers, new arrivals, and personalized recommendations. Design post-purchase communication workflows to encourage satisfaction, reviews, referrals, and repeat business. Identify opportunities to reconnect customers for upgrades and additional IT requirements.

WhatsApp, Email & Customer Communication Campaigns
Plan and execute communication campaigns using WhatsApp Business, email, SMS, and other channels. Develop targeted campaigns for product launches, promotions, seasonal sales, and new inventory. Create customer journeys for inquiries, quotations, abandoned carts, purchases, and post-sale follow-ups. Personalize messages based on customer interests and purchase history. Ensure communications are professional, accurate, relevant, and aligned with the company’s brand voice. Monitor campaign performance including delivery, engagement, conversions, and opt-out rates. Maintain customer consent records and comply with data protection regulations. Integrate data from website, social media, and direct sources into the CRM.

Customer Experience & Post-Sales Coordination
Work closely with sales and support teams to ensure timely customer assistance. Track post-purchase satisfaction, feedback, and product-related issues. Coordinate follow-ups for warranties, returns, repairs, and after-sales support. Identify recurring complaints and recommend process improvements. Collect customer reviews and testimonials. Maintain a consistent experience across physical stores, online channels, and direct sales. Escalate unresolved or high-priority issues appropriately.

CRM Automation & Workflow Optimization
Set up and maintain automated workflows for lead assignment, follow-ups, segmentation, and post-purchase communication. Implement customer lifecycle journeys including lead nurturing, first purchase, repeat purchase, re-engagement, and win-back campaigns. Collaborate with sales and marketing to standardize CRM processes and enhance adoption. Identify and automate repetitive tasks. Support integrations between CRM, website, e-commerce, communication tools, and sales systems. Maintain processes for tracking interactions and measuring campaign effectiveness.

Reporting & Performance Analysis
Prepare weekly and monthly reports on lead conversion, follow-up effectiveness, customer retention, and campaign outcomes. Track key metrics such as lead-to-sale conversion, repeat purchase rate, customer lifetime value, response times, and campaign revenue. Analyze purchase patterns and inactive segments to identify sales opportunities. Monitor CRM adoption and ensure consistent updates by sales teams. Identify bottlenecks in the sales funnel and recommend data-driven improvements. Present actionable insights to management to support growth and retention strategies.

Required Qualifications & Skills
Bachelor’s degree in IT, Sales, Business, or a related field, or equivalent practical experience.
2 to 5 years of experience in CRM management, customer relationship management, sales operations, or customer retention roles.

No preferred qualifications or benefits were specified for this position.