SENIOR MANAGER CUSTOMER RELATIONSHIP MANAGEMENT SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: September 19, 2024 - The Senior Manager Customer Relationship Management showcases a solid history of spearheading CRM strategies that enhance customer engagement through personalized campaigns, up-sell techniques, and targeted promotions. Exhibits robust analytical skills paired with effective communication abilities, essential for navigating high-stakes business environments and driving substantial change. Demonstrates extensive expertise in both traditional and digital marketing tools, including the Microsoft and Google Suites, and excels in leading teams towards achieving impactful marketing outcomes.

Essential Hard and Soft Skills for a Standout Senior Manager Customer Relationship Management Resume
  • CRM Software Proficiency
  • Data Analysis
  • Strategic Planning
  • Marketing Automation
  • Email Campaign Management
  • Customer Segmentation
  • HTML Coding
  • Budget Management
  • Project Management
  • Performance Reporting
  • Leadership
  • Communication
  • Adaptability
  • Problem-Solving
  • Team Collaboration
  • Strategic Thinking
  • Creativity
  • Stress Management
  • Persuasion
  • Emotional Intelligence

Summary of Senior Manager Customer Relationship Management Knowledge and Qualifications on Resume

1. BA in Marketing with 8 Years of Experience

  • Proven track record working at the strategic and tactical level to develop and execute innovative CRM initiatives (including personalized trigger campaigns, up-sell and cross-sell strategies, promotions and customer segmentation).
  • Strong business acumen, quantitative, analytical, with strong communication skills
  • Ability to thrive in a dynamic and fast-paced environment, drive change, and collaborate effectively with a variety of individuals and teams
  • Experience with Microsoft Office Suite (Word, Excel, PowerPoint)
  • Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) 
  • Email and/or mobile push/in-app marketing experience
  • Experience managing and developing a team of direct reports
  • Hands-on experience with the following channels (at scale) email, push, in-app
  • Experience driving campaigns from concept through to execution and post-campaign analysis
  • Experience with HTML, data feeds, dynamic email, and personalized email
  • Strong ESP experience, especially onboarding new platforms
  • Flexibility and problem solving

2. BA in Business Administration with 6 Years of Experience

  • Experience in a CRM or marketing role, preferably in a retail environment
  • Strong data analysis and Excel skills
  • Strong quantitative background, with the ability to analyze large amounts of data and solve complex problems
  • Excellent verbal and written communication skills, with the ability to convey complex ideas to broad audiences
  • Experience collaborating with cross-functional teams
  • Has experience with Customer Experience solutions (Medallia, Qualtronics, etc.)
  • Has experience building Customer Journey Maps and/or Voice of the Customer (VoC) surveys
  • Certifications: Salesforce Certified Administrator and Salesforce Service Cloud Consultant
  • An exceptionally strong strategic mindset that can translate across various business functions outside of core specialisation
  • Familiarity with backend systems and programming languages
  • Experience in an e-commerce, subscription, or B2C environment
  • Great collaboration skills with a knack for cross team organisation
  • Ability to gather insights and prepare complex reports for review

3. BA in Communications with 11 Years of Experience

  • IT consulting experience, experience with implementing Salesforce (preferably Service Cloud) and the following CRM applications, Microsoft Dynamics, Pegasystems, Oracle, CRM (notably Rightnow),SAP CRM, NetSuite or Zendesk
  • Experience managing a consulting team on a day to day basis to create and deliver client deliverables inclusive of developing detail project plans in Microsoft Project
  • Able to review documentation collected and summarizing the relevant content for engagement deliverables
  • Has delivered at least three full life cycle implementations of a CRM project based structured methodology
  • Ability to articulate and compare alternative design approaches drawing from previous engagements and recommended solutions to develop long term CRM visions for clients
  • Ability to develop change management strategies supporting implementation services
  • Ability to independently develop CX and CRM strategic visions and plans based on strong analytical skills and business knowledge
  • Able to generate CRM solution architectures based on strong analytical skills and business knowledge
  • Experience conducting client business requirements definition sessions with client staff
  • Experience with Customer Experience leading practices
  • Ability to comprehensively review customers' CX requirements and provide an assessment that addresses CX, CRM and Contact Center gaps and opportunities
  • A focussed, technical mindset

4. BA in Information Systems with 7 Years of Experience

  • Experience leading lifecycle marketing planning, CRM roadmaps, analytics, email and loyalty marketing programs
  • Experience in e-commerce and B-to-C industries (retail and/or fashion)
  • Demonstrated ability to partner with IT function on database development projects
  • Understanding and utilization of data analysis and reporting tools (e.g., Alteryx, Tableau, Business Objects, etc)
  • Hands-on experience working in various ESPs (Bronto)
  • Basic SQL and JavaScript knowledge
  • Proficient in Microsoft Word, Excel, PowerPoint
  • Demonstrated experience as an effective storyteller and ability to present data, insights and recommendations articulately to senior executives
  • Demonstrated analytical and data-based decision-making skills
  • Executive presence and strong collaboration and relationship-builder, both internally and externally, with outstanding verbal and written communication skills
  • Has Contact Center experience
  • Ability to work efficiently and manage workflow and deadlines