CRM Project Manager

Functions

The CRM (Customer Relationship Management) Project Manager handles relationship marketing for a company’s website. He designs, improves and manages initiatives that reinforce the company’s customer relations, such as websites, apps and call centres. To do this, he creates customer relationship management campaigns and recommends technical improvements to get a better understanding of each visitor to the website.
He helps optimise the CRM tools (databases, routing tools, etc.).
He often works in conjunction with the data analyst.

The CRM Manager collects customer data and analyses them to establish an action plan to earn their loyalty. It is an ongoing optimisation effort to individualise the customer relationship.

He works with many colleagues, including the Email Marketing Project Manager, Web Project Manager and E-Commerce Project Manager.

Qualities

CRM Project Managers usually have good analytical skills which they use to study the customer and email databases. Their ability to synthesise information is very useful when analysing key performance indicators (KPIs).

CRM Managers are able to manage several projects at the same time. They are very comfortable interacting with the IT, marketing and sales teams.

Tools

Salesforce
Customer satisfaction tools
Loyalty program tools
Emailing campaign editor tool(Emailvision, Adobe Campaign, Sarbacane, etc.)