Responsibilities
- Understanding the commercial operation, challenges, objectives, and daily work of each team; improving their operation and productivity through CRM administration.
- Providing system administration support, especially related to user permissions, custom objects, and workflows.
- Creating, managing, and optimizing complex workflow rules, validation rules, and approval processes.
- Creating and managing custom objects, fields, formulas, record types, page layouts, reports, and dashboards.
- Analyzing data to provide insights into the operation, effectiveness, and productivity of each team.
- Working closely with other teams to capture and identify business requirements for CRM implementation.
- Coordinating and supporting integrations with third-party apps, plugins, and tools.
- Assisting in identifying and resolving data anomalies and errors; maintaining a high level of data integrity.
- Supporting the team in daily troubleshooting, bug fixing, and end-user support.
Creating and maintaining documentation on processes, policies, application configuration, and help-related materials.
Core Skills:
CRM & lifecycle: Cusrtomer Journey, Marketing Automation, Segmentation, Retention Strategu, Acquisition and Activation, Loyalty programs, Win-back Campaingns.
Tools: Oracle, Mo Engage, Bloomreach, WebEngage, clevertap, Gupshup, CMC.
Analytics: SQL, Campaign, Performance Analysis, KPI Reporting
Channels and Tech: Email, WhatApp, Push, SMS, In-APP,HTML, CSS, Dynamic Templates