WHAT DOES A CUSTOMER RELATIONSHIP MANAGEMENT COORDINATOR DO?
Published: September 24, 2024 - The Customer Relationship Management Coordinator fosters durable relationships with crucial customers, ensuring high engagement and satisfaction. Strategically collaborates with managers and stakeholders, promptly addressing customer needs and complaints. Utilizes analytical tools for business reviews and maintains a proactive approach to competition and customer service excellence.
A Review of Professional Skills and Functions for Customer Relationship Management Coordinator
1. CRM Coordinator Duties
- Relationship Building: Building and preserving trustable relationships with key customers and maintaining an ongoing level of engagement.
- Stakeholder Management: Overseeing the relationship with internal and external stakeholders.
- Complaint Resolution: Resolving customer complaints quickly and efficiently.
- Strategic Planning: Meeting with managers in the organization to plan strategically.
- Customer Needs Understanding: Understanding key customer needs and addressing these.
- Business Review Conducting: Conducting business reviews using tools and reports.
- Competitive Strategy Development: Knowing competition and strategizing accordingly.
- Customer Satisfaction Maintenance: Maintaining a positive attitude focused on customer satisfaction.
- Problem Troubleshooting: Dealing with customer requests and troubleshooting problems.
- Campaign Collaboration: Collaborate with different stakeholders (campaign managers, IT consultants, HTML developers, etc.) to plan, execute and ensure the delivery of high-performing campaigns - focus on emails.
2. CRM Coordinator Details
- Campaign Assembly: Assembly of campaigns across touch points, copy and image updates, campaign scheduling, execution, and monitoring.
- Campaign Planning Execution: Working with product managers to execute the planning campaign calendar.
- Content Update Management: Content updates on site and for marketing communications.
- CRM Strategy Roll-out: Assist the marketing manager with all the roll-out of CRM strategy.
- Asset Delivery Management: Owning the briefing process to ensure all assets are delivered in a timely manner to execute the campaign calendar.
- Ad-Hoc Campaign Development: Devise appropriate ad-hoc campaigns for local needs, including segmenting, performance estimation, and coordination on templates and content.
- Platform Learning Support: Supporting the team in learning the new platform (Emarsys).
- Campaign Performance Driving: Own campaign briefings and working closely with stakeholders to drive performance.
- Email Template Building: Build and edit email templates using HTML code.
- Campaign Analysis Support: Support in producing analysis on campaign performance.
- Campaign Operations Assistance: Assist campaign managers in overall campaign operations.
3. CRM Coordinator Responsibilities
- Campaign Performance Analysis: Analyze campaign performance and support segmentation activities to increase the effectiveness of the contact strategy.
- Customer Behavior Analysis: Analyze the characteristics of online and offline customers and prospects to understand behavior.
- Personalized Messaging Strategy: Plan and design personalized messaging strategies and tools for different targets, aiming to acquire new customers and increase engagement.
- Retention and Anti-Churn Activities: Increase retention and anti-churn activities through CRM and digital tools.
- HubSpot Management: Manage HubSpot marketing automation tools.
- Loyalty Program Support: Support the loyalty program implementation by working on results and data to better engage customers and increase brand loyalty.
- KPI Monitoring and Reporting: Monitor KPI trends and customer behavior, collect data, and prepare reports to share with the marketing and DTC departments, influencing CRM activations and defining an effective contact strategy.
- Workflow Optimization: Maintain and optimize current automated workflows in the CRM platform.
- Email Marketing Management: Manage current email marketing activities and optimize the global approach.
- Post-Campaign Reporting: Provide basic post-data reports on CRM campaigns.
- CRM Strategy Optimization: Monitor customer behavior for key insights to optimize the CRM strategy.
- On-Site Content Optimization: Optimize on-site content and customer journeys.
4. CRM Coordinator Job Summary
- Campaign Planning and Execution: Plan, promote, and execute campaigns using all channels across multiple brands, such as email, SMS, campaign articles, bonuses, and banners, to maintain high levels of customer engagement.
- Customer Engagement Review: Review customer engagement through data and analytics.
- Data and Metrics Generation: Generate data and metrics related to customer engagement, retention, and churn.
- Customer Lifecycle Analysis: Analyse information in light of the customer life cycle and identify ways to extend engagement and reduce churn.
- CRM Campaign Optimization: Optimize CRM campaigns and lifecycle journeys.
- Target-Driven Campaign Development: Develop target-driven campaigns for brands aimed at maintaining high engagement levels with available products.
- Campaign Testing and Quality Assurance: Ensure all elements of a campaign are in order, and perform testing to avoid any oversights before execution.
- Internal Process Support: Support the CRM Manager with maintaining internal processes, such as obtaining content approval from compliance.
- Stakeholder Communication: Ensure that relevant stakeholders are informed about upcoming customer-facing communications in advance.
- Promotional Content Monitoring: Monitor and check websites and messaging to ensure all promotional content and campaign mechanics are correctly displayed and up-to-date at all times.
5. CRM Coordinator Accountabilities
- Customer Journey Optimization: Create and manage customer journeys online & offline to maximize the conversion rate, traffic instore, and brand awareness.
- Direct Mailing Coordination: Coordinate direct mailing for all countries and all channels.
- Clienteling App Management: Manage and support the development of the Clienteling App instore.
- CRM Communication Management: Manage CRM communication and guidelines with subsidiaries and agencies.
- CRM Culture Development: Develop CRM culture within the organization: data capturing, management, communication, etc.
- Database Quality Improvement: Improve database quality: enrich and clean.
- Clientele Analysis: Analyse and update the clientele structure.
- CRM Initiative Activation: Activate and organize CRM, e-CRM, and digital initiatives aiming to capture new clients and develop specific clusters of clients.
- Performance Monitoring: Monitor CRM, e-CRM, and digital data, campaign performances to identify new channels of contact and scout new business opportunities.
- Customer Strategy Development: Determine annual key clustered customers’ strategy and support distribution with a track record.
- VIP Program Management: Manage VIP treatment and program, followed by ROI.
- Customer Segmentation Improvement: Work on improving customer segmentation, profiling, and targeting.
6. CRM Coordinator Functions
- Salesforce Marketing Cloud Development: Develop journeys in Salesforce Marketing Cloud that execute a range of communications.
- Sales Team Task Creation: Create tasks for internal sales teams.
- Email Template Management: Create and manage all email templates using best practice features and design.
- Promotion Development: Develop promotions and incentives that drive client metrics such as funding and verifications.
- CRM Campaign Execution: Execute triggered CRM campaigns through all channels, with a particular focus on email and SMS/mobile communications.
- CRM Optimization: Use insights and data to ensure CRM marketing activities are optimized.
- CRM Performance Analysis: Forecast and evaluate the effectiveness of all CRM marketing activities, complete post-campaign analysis, and share learnings.
- Comprehensive Salesforce Development: Develop journeys in Salesforce Marketing Cloud that execute a range of communications to clients while also creating tasks for internal sales teams.
- Email Design and Management: Create and manage all email templates using best practice features and design.
- Incentive Strategy Development: Develop promotions and incentives that drive client metrics such as funding and verifications.
- Multichannel CRM Execution: Execute triggered CRM campaigns through all channels, with a particular focus on email and SMS/mobile communications.
- Data-Driven CRM Optimization: Use insights and data to ensure CRM marketing activities are optimized.
- CRM Effectiveness Forecasting: Forecast and evaluate the effectiveness of all CRM marketing activities, complete post-campaign analysis, and share learnings.
7. CRM and E-mail Coordinator Job Description
- CRM Email Delivery: Help deliver CRM strategy in the form of email communications.
- Conversion Optimization: Support website conversion through the use of customer data segmentation and targeted email campaigns.
- Email Campaign Planning: Translate the marketing calendar into clear email briefs.
- Campaign Design: Build engaging branded campaigns and highly optimized, mobile-friendly templates.
- Cross-functional Coordination: Coordinate between creative, conversion, and data teams to create best-in-class digital experiences.
- eCommerce Collaboration: Coordinate with the eCommerce team on the customer journey, adhering to best practice principles and always adopting a customer-first mentality.
- Data Integration: Work alongside performance marketing and data teams.
- Customer Insights: Build a 360-degree understanding of the customer database and key segments within it.
- Performance Monitoring: Monitor and report on email performance and highlight trends in customer behavior.
- Email Setup and Management: Set up emails in the ESP and build and maintain all email flows.
- Campaign Testing and Launch: Responsible for testing, obtaining sign-off, and scheduling all email campaigns.
- Digital Team Support: Provide general support to the wider digital team.
8. CRM Coordinator Overview
- Systems Coordination: Coordinate with OIT to find a resolution when upgrades, patches, fixes, or enhancements are needed to the systems.
- Vendor Communication: Communicate with the software vendor as needed to resolve issues.
- CRM Enhancement Research: Research new Salesforce applications that can be added to increase the functionality of the CRM.
- Training Development and Delivery: Identify training needs, prepare training manuals, and organize, coordinate, or teach training classes regarding the use of the CRM to Admissions, Student Affairs, and Academic Affairs Departments.
- Strategic Communication Planning: Coordinate with Institutional Marketing to develop and implement enrollment communication plans for prospective students.
- Committee Participation: Serve on a variety of campus committees, including the Student Affairs Banner Work Group.
- Stakeholder Communication: Establish and maintain open communication with student affairs and academic administrators to establish the use of the CRM for enrollment purposes.
- Customer Service: Serve customers by providing Aaji Care service information and lead closings.
- Customer Attraction: Attract potential customers by answering service questions and suggesting information about other services.
- Account Management: Open customer accounts by recording Waitlist information.
- Record Maintenance: Maintain customer records by updating detailed information.
9. CRM Coordinator Details and Accountabilities
- CRM Campaign Management: Coordinate the strategy, development, execution, and optimization of CRM promotional campaigns.
- CRM Journey Optimization: Assist in the strategy, development, execution, and optimization of CRM journeys (onboarding, education, cross-sell, retention, etc.).
- Cross-functional Collaboration: Partner with cross-functional teams and agencies on promotional execution through CRM.
- CRM Platform Implementation: Assist in the evaluation and implementation of a new CRM platform.
- CRM Process Management: Manage the review process of CRM jobs in Veeva Vault.
- CRM Documentation: Document business rules and processes associated with each CRM campaign and maintain documentation.
- CRM Analytics: Manage CRM reporting and ad-hoc reports as requested by user groups or stakeholders.
- General Support: Assists with additional projects and performs other duties.
- Service Reporting: Prepares service reports by collecting and analyzing customer information.
- Team Contribution: Contributes to team effort by accomplishing related results.
- Operational Follow-Up: Daily follow-up with the operational team & updating lead status.
- Service Development: Recommends potential services to management by collecting customer information and analyzing customer needs.
10. CRM Coordinator Tasks
- Customer Relationship Management: Ensuring customer satisfaction, probing for new opportunities, and ensuring contacts are up to date with the latest information about new services.
- Contract Negotiation: Negotiating client contracts and driving renewals while minimizing cancellations.
- Issue Resolution: Managing client requests and maintaining ownership of issues until resolved.
- Sales Leadership: Identifying and leading the sale of additional products or services.
- Cross-functional Collaboration: Partnering with field sales, professional services, and customer support while maintaining a consistent front to the client.
- Service Review Delivery: Delivering monthly commercial service reviews with the customer and internally.
- Usability Enhancement: Devise concepts to increase the usability for campaign managers.
- Quality Assurance Development: Develop and improve quality assurance, define the testing methods and guidelines for the content created via the CMS tool.
- CMS Management: Establish and maintain the structured set-up in CMS platform (Naming conventions, archive, etc.).
- Training & Documentation Support: Support on maintenance of a step-by-step guideline for the CMS tool (training & documentation).