CRM – Ecare Executive

Ouor client a leading education publishing compnay is looking for an experince CRM Executive to join thier team.

The role
* Customer centric role delivering the best solutions for our customers
* Focussed on primary and post-primary schools products & services currently, but this may expand.
* IT literacy and aptitude is critical as data analysis and systems usage is high in this role
* Key service period is July to October every year so there tends to be a blackout on holidays at this time.
* Key systems used are Microsoft Dynamics CRM & NAV (ERP), Cognos, Microsoft Office, web CMS and webstore.
* This role exists in order to….

1 Robustly Maintain and Enable Usage of our CRM system and webstore
2 Grow eCare capability in the business and drive it’s adoption,
3 Drive the usage of CRM by ensuring high quality data exists in systems.
4 Identify opportunities to automate processes internally for the benefit of customers and staff.

Support wider customer facing team in delivering for our customers.

Responsibilities
1 Day to day administration of CRM & Webstore for the business, facilitating the effective use, management and exploitation of our systems. Be the ‘go to’ position for any CRM /webstore related assistance/queries and the candidates will have to provide advice on processes to use
2 Develop the usage of the platforms to drive capability in self-service / eCare in customer centric manner.
3 Day to day data ownership (data management, cleansing, transformation, monitoring of quality). Data Quality Management will be key part of this role in order to keep everything up to date and accurate.
4 User training and education on eCare & CRM systems for internal users.
5 Deliver key metrics for Customer Service Team, especially during peak sales/order period.

Competenices
* Good blend of Customer Care and data / CRM experiences and aptitudes.
* Excellent communication and presentation skills both one to one and in groups (small and large).in person and on the phone.
*

Must Have (essentials)
* Third level qualification or >5 years relevant experience
* Minimum of 2 years’ experience in relevant area / similar role
* Social Media user with Customer Service experience including eCare
* Proven track record in delivering results with a Pro-active attitude and approach to team working.
* Advanced Data analysis, CRM and Excel skills
* Strong Interest and passion for technology especially digital products and services
* Interest and passion for Irish Education,

Nice to Have (advantageous but not essential)
* Knowledge of the education market
* Data Warehouse user experience
* HTML programming experience
* Full driver license

If interested in this role please apply to this add online or call Stephen on 01 6114342 to dicsuss.