WHAT DOES A CUSTOMER RELATIONSHIP MANAGEMENT CONSULTANT DO?
Published: September 24, 2024 - The Customer Relationship Management Consultant collaborates with the Legal team to ensure compliance with policies and processes while defining and automating key steps in the Customer Journey. Drives the adoption of dealer and regional marketing plans, ensuring agile CRM strategies address business needs. Acts as a subject matter expert for Salesforce CRM and Marketing Cloud, managing relationships with Marcom and IT for system changes.
A Review of Professional Skills and Functions for Customer Relationship Management Consultant
1. CRM Consultant Duties
- CRM Enquiries Management: Point of contact for all day to day enquiries relating to CRM, sales funnel, campaigns, etc. for Aston Martin global dealers and internal colleagues.
- CRM Lead Management: Responsible for CRM aspects of lead generation, sales conversion, sales process, customer loyalty, and ROI reporting.
- Salesforce Adoption Leadership: CRM specialist with internal central functions and regional colleagues to proactively drive adoption of Salesforce across the business.
- Training Asset Creation: Create training and communication assets to support adoption of AM CRM solution amongst the global dealer network.
- Email Marketing Consultation: Consult with Email Marketing team to support development of customer communications.
- CRM Strategy Consulting: Act as consultant to advise internal stakeholders on the customer experience to support delivery of AM CRM Strategy.
- Communication Impact Measurement: Measure the business impact of the communication plans via tailored reporting.
- CRM Reporting Management: Responsible for creation and management of all CRM reporting.
- Data Accuracy Management: Responsible for customer data accuracy and cleansing processes.
- Business Controls Implementation: Drive the implementation and documentation of the necessary business controls.
2. CRM Consultant Details
- Policy Compliance Coordination: Work with Legal team to deliver policies & processes that comply with legislation.
- Customer Journey Automation: Responsible for defining and automating key steps in the Customer Journey.
- Tailored Communications Execution: Execution of tailored communications to ensure appropriate engagement of AML with all contacts, aligned with dealer contact strategies.
- Agile CRM Strategy: Ensure that an agile approach to AM’s CRM strategy is adopted to address specific business needs as arise.
- Systems Requirements Input: Requirements input for systems and process enhancements.
- Agency Management: Management of Creative & Technical agencies.
- Marcom Liaison: Liaise with Marcom and manage IT working relationship/deliverables in systems changes.
- Empowerment Facilitation: Empower senior management and leaders of business areas to self-report – allowing full transparency on sales/marketing activity and ROI.
- Marketing Plan Adoption: Drive adoption of Dealer & Regional Marketing Plans.
- CRM Improvement Drive: Drive culture of constant improvement in AM CRM practice and process.
- CRM Expertise: Act as subject matter expert for Salesforce CRM and Marketing Cloud within AM.
- Salesforce Optimization: Ensure that AM maximise investment made in Salesforce products and adopt relevant updates promptly.
3. CRM Consultant Responsibilities
- SAP CRM Maintenance: Ongoing development and maintenance of Client’s SAP CRM system.
- Change Request Handling: Change Requests estimation (and design together with the client), implementation.
- SAP Technical Consulting: Technical consulting in the context of SAP CRM.
- CRM Coordination: Coordination of all change requests in CRM area and reporting them to the client.
- Incident Support: Acting as a 3rd line of support in case of Incidents.
- CRM Contact Partner: Acting as a contact partner for all issues related to CRM.
- SAP Team Cooperation: Cooperation with the broader SAP team (other functional consultants, architects, and developers).
- Business Process Analysis: Perform an analysis of business processes by evaluating optimization possibilities.
- System Solution Design: Design and test system solutions.
- Product System Changes: Design changes to the Product System, prepare descriptions, pass them to developers, and test them.
- Client Training: Train the client’s employees on how to use the business management system (training, consultations, preparation of user manuals).
4. CRM Consultant Job Summary
- Trend Identification: Consult with leaders to identify trends, opportunities, and valuable segments that help them drive and measure incremental growth.
- Marketing Program Design: In conjunction with clients, design marketing programs, analyze performance, and provide guidance on optimization.
- Industry Insight: Gain deep insight into the innovation and challenges facing today’s top brands.
- Client Advocacy: Be an advocate for clients across the organization by working with Product, Engineering, Marketing, and Executive Leadership teams.
- Thought Leadership: Contribute to thought leadership shared with the community.
- Implementation Support: Work with the project team on implementation deliverables.
- CRM Expertise: Providing CRM expertise to facilitate delivery.
- Documentation Preparation: Prepare documentation to support operational process and handover.
- CRM Consultation: Advise clients on the use of CRM systems.
- Knowledge Update: Deepen/update product knowledge.
- Peer Coaching: Share experience and knowledge by coaching and advising colleagues.
5. CRM Consultant Accountabilities
- Lifecycle Support: Supporting all application activities during the full lifecycle of a Dynamics 365 CRM implementation.
- Requirements Planning: Planning sessions to identify requirements.
- Dynamics Design: Design of Dynamics CE to meet client requirements.
- Configuration and Testing: Dynamics CE Solution Configuration, Solution Testing and Documentation.
- User Training: User Training including user training documentation.
- Client Support: On-site client support & remote client support.
- Client Collaboration: Collaborate with the client and project team to identify client needs through interviews, workshops, and requirements analysis.
- Solution Diagnosis: Understand, diagnose, and recommend solutions for specific functional and technical challenges.
- Project Responsibility: Take responsibility for the success of the overall solution and contribute to project planning, management, and status reporting.
- Knowledge Sharing: Collaborate with firm leaders and other team members to perform peer review and share knowledge.
- Best Practices Development: Understand, evolve, and augment team best practices.