Customer Relation management Expert
that produces high-quality waterproofing chemicals, concrete admixtures, and finishing products. Operating under the brand name
-Head office
Role description
About The Job
Grace Construction Chemicals is a leading Ethiopian chemical manufacturing company that produces high-quality waterproofing chemicals, concrete admixtures, and finishing products. Operating under the brand name
Darma
, we provide specialized solutions to strengthen, protect, and restore structures across the country.
Job title
-
Customer Relation management Expert
Terms of employment
-Permanent
Location
-Head office
Salary and Benefits
-Attractive salary with additional benefits
Required No
. 1
Key Roles
CRM Strategy Development:
Develop and implement customer relationship management strategies to drive customer retention, satisfaction, and loyalty.
Analyze customer data and behavior to create personalized strategies and enhance customer interactions.
CRM System Management:
Oversee the setup, customization, and optimization of CRM platforms (e.g., Salesforce, HubSpot, Microsoft Dynamics).
Ensure CRM systems are effectively utilized for managing customer interactions, tracking sales, and handling support inquiries.
Customer Data Management:
Collect, organize, and maintain customer data to ensure accurate and up-to-date records.
Segment customer data based on demographics, behavior, and preferences to tailor marketing and service efforts.
Customer Engagement & Communication
:
Develop and execute personalized communication strategies to engage customers across various channels on the market.
Create targeted campaigns that nurture relationships, increase engagement, and promote brand loyalty.
Customer Support & Issue Resolution
:
Provide expert guidance on resolving complex customer issues, ensuring timely and effective solutions.
Address customer complaints, concerns, or inquiries and escalate issues when necessary.
Analysis & Reporting:
Analyze customer feedback, satisfaction surveys, and other performance metrics to assess the effectiveness of CRM initiatives.
Produce regular reports on CRM performance, customer trends, and key insights for stakeholders.
Cross-Departmental Collaboration:
Work closely with sales, marketing, product, and customer service teams to align CRM strategies with business goals.
Collaborate on customer-centric campaigns, product launches, and promotions.
Continuous Improvement:
Identify opportunities to improve CRM processes, workflows, and customer interaction methods.
Stay up-to-date with the latest CRM trends, tools, and best practices to keep the organization’s CRM efforts cutting-edge.
Customer Segmentation & Targeting:
Develop customer personas and segments based on data to target specific customer groups effectively.
Tailor marketing and sales strategies to different customer segments, enhancing relevance and response rates.
Job Specification
Education-Bachelor’s Degree- in Business Administration, Marketing, Communications and or BSC degree in engineering.
A Master’s in Business Administration (MBA) in Marketing, Customer Experience, Digital Transformation or MSC degree in engineering.
Skills CRM Software Expertise
:
Proficient in using and optimizing CRM tools such as Salesforce, HubSpot, Microsoft Dynamics, Zoho, etc.
Understanding of CRM automation features, customer segmentation, and reporting functionalities.
Analytical Skills:
Strong ability to analyze customer data, sales reports, and CRM metrics to identify trends and optimize strategies.
Comfort with CRM analytics tools and Excel for creating data-driven insights.
Customer-Centric Mindset:
A deep understanding of customer needs and behaviors, and the ability to craft solutions that align with their preferences.
Strong focus on customer satisfaction and experience, ensuring that CRM strategies improve engagement and loyalty.
Communication Skills:
Exceptional written and verbal communication skills for creating clear and compelling customer communication strategies.
Ability to communicate complex CRM data and insights to non-technical stakeholders.
Problem-Solving:
Ability to troubleshoot and resolve issues related to CRM systems or customer relationships.
Skilled in addressing complex customer concerns and finding effective, customer-friendly solutions.
Project Management:
Ability to manage multiple CRM initiatives simultaneously, prioritize tasks, and meet deadlines.
Strong organizational and planning skills to ensure CRM projects are executed smoothly.
Collaboration and Teamwork:
Ability to work cross-functionally with different departments to implement and refine CRM strategies.
Leadership and mentoring skills to guide junior CRM staff or team members in best practices.
Attention to Detail:
Meticulous in managing customer data, ensuring accuracy in CRM systems and reporting.
Ability to spot trends, outliers, or errors in data and take corrective actions.
Adaptability and Continuous Learning:
Ability to adapt to new CRM technologies and tools as the landscape evolves.
A continuous improvement mindset to keep up with changing customer expectations and CRM best practices.
Physical Environment
Certifications and licenses-CRM Certification (e.g., Salesforce Certified Administrator, HubSpot CRM Certification, Microsoft Dynamics CRM Certification).
Customer Experience (CX) Certifications (e.g., Customer Experience Professional (CCXP), Certified Customer Service Professional (CCSP)).
Project Management Certifications (e.g., PMP or Agile certifications) can be helpful for process management and cross-functional collaboration.
Working Experience Experience in CRM:
Typically, 3-5 years of experience in customer relationship management or related roles, such as customer support, sales, or marketing.
Hands-on experience with CRM platforms (e.g., Salesforce, HubSpot, Zoho CRM) and a solid understanding of how to leverage these tools effectively.
Experience in Data Analysis:
Experience analyzing customer data and using CRM analytics tools to derive actionable insights.
Ability to create reports and dashboards to track customer behavior and CRM performance.
Customer-Focused Experience:
Prior experience in customer service, customer success, or customer experience roles is highly valuable.
Experience in managing customer inquiries, complaints, or support cases, especially in high-stakes situations.
Cross-Functional Collaboration:
Demonstrated experience working with sales, marketing, and product teams to implement customer relationship strategies. Experience aligning CRM efforts with broader business goals and customer-facing initiatives.
How To Apply
How to Apply
Interested applicants
who meet the above requirements are invited to submit their application, CV, and supporting documents via email to
Graceconstructionchemicals@gmail.com
. Please indicate
"Customer Relationship Management Expert"
in the subject line of your email.
Skills (mandatory):
Attention to detail, customer communication and understanding capabilities, Analytical and problem-solving skills
Apply Now!
Grace Construction Chemicals is a leading Ethiopian chemical manufacturing company that produces high-quality waterproofing chemicals, concrete admixtures, and finishing products. Operating under the brand name
Darma
, we provide specialized solutions to strengthen, protect, and restore structures across the country.
Job title
-
Customer Relation management Expert
Terms of employment
-Permanent
Location
-Head office
Salary and Benefits
-Attractive salary with additional benefits
Required No
. 1
Key Roles
CRM Strategy Development:
Develop and implement customer relationship management strategies to drive customer retention, satisfaction, and loyalty.
Analyze customer data and behavior to create personalized strategies and enhance customer interactions.
CRM System Management:
Oversee the setup, customization, and optimization of CRM platforms (e.g., Salesforce, HubSpot, Microsoft Dynamics).
Ensure CRM systems are effectively utilized for managing customer interactions, tracking sales, and handling support inquiries.
Customer Data Management:
Collect, organize, and maintain customer data to ensure accurate and up-to-date records.
Segment customer data based on demographics, behavior, and preferences to tailor marketing and service efforts.
Customer Engagement & Communication
:
Develop and execute personalized communication strategies to engage customers across various channels on the market.
Create targeted campaigns that nurture relationships, increase engagement, and promote brand loyalty.
Customer Support & Issue Resolution
:
Provide expert guidance on resolving complex customer issues, ensuring timely and effective solutions.
Address customer complaints, concerns, or inquiries and escalate issues when necessary.
Analysis & Reporting:
Analyze customer feedback, satisfaction surveys, and other performance metrics to assess the effectiveness of CRM initiatives.
Produce regular reports on CRM performance, customer trends, and key insights for stakeholders.
Cross-Departmental Collaboration:
Work closely with sales, marketing, product, and customer service teams to align CRM strategies with business goals.
Collaborate on customer-centric campaigns, product launches, and promotions.
Continuous Improvement:
Identify opportunities to improve CRM processes, workflows, and customer interaction methods.
Stay up-to-date with the latest CRM trends, tools, and best practices to keep the organization’s CRM efforts cutting-edge.
Customer Segmentation & Targeting:
Develop customer personas and segments based on data to target specific customer groups effectively.
Tailor marketing and sales strategies to different customer segments, enhancing relevance and response rates.
Job Specification
Education-Bachelor’s Degree- in Business Administration, Marketing, Communications and or BSC degree in engineering.
A Master’s in Business Administration (MBA) in Marketing, Customer Experience, Digital Transformation or MSC degree in engineering.
Skills CRM Software Expertise
:
Proficient in using and optimizing CRM tools such as Salesforce, HubSpot, Microsoft Dynamics, Zoho, etc.
Understanding of CRM automation features, customer segmentation, and reporting functionalities.
Analytical Skills:
Strong ability to analyze customer data, sales reports, and CRM metrics to identify trends and optimize strategies.
Comfort with CRM analytics tools and Excel for creating data-driven insights.
Customer-Centric Mindset:
A deep understanding of customer needs and behaviors, and the ability to craft solutions that align with their preferences.
Strong focus on customer satisfaction and experience, ensuring that CRM strategies improve engagement and loyalty.
Communication Skills:
Exceptional written and verbal communication skills for creating clear and compelling customer communication strategies.
Ability to communicate complex CRM data and insights to non-technical stakeholders.
Problem-Solving:
Ability to troubleshoot and resolve issues related to CRM systems or customer relationships.
Skilled in addressing complex customer concerns and finding effective, customer-friendly solutions.
Project Management:
Ability to manage multiple CRM initiatives simultaneously, prioritize tasks, and meet deadlines.
Strong organizational and planning skills to ensure CRM projects are executed smoothly.
Collaboration and Teamwork:
Ability to work cross-functionally with different departments to implement and refine CRM strategies.
Leadership and mentoring skills to guide junior CRM staff or team members in best practices.
Attention to Detail:
Meticulous in managing customer data, ensuring accuracy in CRM systems and reporting.
Ability to spot trends, outliers, or errors in data and take corrective actions.
Adaptability and Continuous Learning:
Ability to adapt to new CRM technologies and tools as the landscape evolves.
A continuous improvement mindset to keep up with changing customer expectations and CRM best practices.
Physical Environment
Certifications and licenses-CRM Certification (e.g., Salesforce Certified Administrator, HubSpot CRM Certification, Microsoft Dynamics CRM Certification).
Customer Experience (CX) Certifications (e.g., Customer Experience Professional (CCXP), Certified Customer Service Professional (CCSP)).
Project Management Certifications (e.g., PMP or Agile certifications) can be helpful for process management and cross-functional collaboration.
Working Experience Experience in CRM:
Typically, 3-5 years of experience in customer relationship management or related roles, such as customer support, sales, or marketing.
Hands-on experience with CRM platforms (e.g., Salesforce, HubSpot, Zoho CRM) and a solid understanding of how to leverage these tools effectively.
Experience in Data Analysis:
Experience analyzing customer data and using CRM analytics tools to derive actionable insights.
Ability to create reports and dashboards to track customer behavior and CRM performance.
Customer-Focused Experience:
Prior experience in customer service, customer success, or customer experience roles is highly valuable.
Experience in managing customer inquiries, complaints, or support cases, especially in high-stakes situations.
Cross-Functional Collaboration:
Demonstrated experience working with sales, marketing, and product teams to implement customer relationship strategies. Experience aligning CRM efforts with broader business goals and customer-facing initiatives.
How To Apply
How to Apply
Interested applicants
who meet the above requirements are invited to submit their application, CV, and supporting documents via email to
Graceconstructionchemicals@gmail.com
. Please indicate
"Customer Relationship Management Expert"
in the subject line of your email.
Skills (mandatory):
Attention to detail, customer communication and understanding capabilities, Analytical and problem-solving skills
Apply Now!