CRM Manager

The CRM Manager mainly focus on developing, implementing and overseeing customer relationship management strategies, facilitating customer-centric approaches, ensuring optimal customer engagement, retention and satisfaction. This role will design and manage Customer Relationship Management (CRM) system to meet business needs, analyse data to identify opportunities, customer needs and support business decision, tracking customer issues and finding solutions to resolve, and optimizing process to improve operation efficiency. 客户关系管理经理主要负责制定、实施和监督客户关系管理策略，推动以客户为中心的工作方式，确保客户参与度、留存率和满意度。该职位将设计和管理客户关系管理（CRM）系统以满足业务需求，通过分析数据来识别商机、客户需求并支持业务决策，跟踪客户问题并寻找解决方案，优化流程以提高工作效率。

Duties and Tasks 职能与目标

CRM Strategy 客户关系管理策略

Classify customer database by relevant customer characteristics, develop and personalizing the approach accordingly. Maintain a customer relationship management strategy to ensure the CRM system contains accurate, up-to-date, and complete customer information. 根据相关的客户特征对客户数据库进行分类，并开发相应客户关系维护方法。维护客户关系管理策略，确保客户关系管理系统包含准确、最新和完整的客户信息。

Communication Management 沟通管理

Implement cost-efficient communication channels with customers, constantly test all customer interaction procedures and make sure the most efficient approaches are always prioritized. 与客户建立具有成本效益的沟通渠道；不断测试所有客户互动程序，确保最有效的方法始终被优先考虑。

Data Analysis 数据分析

Analyse customer, market and sales data to generate insights on customer behaviour, sales trends, and marketing effectiveness. Identify new potential customers, target audiences, opportunities to increase customer loyalty and support sales decision. 运用客户、市场和销售数据，分析客户行为、销售趋势和营销效果；识别新的潜在客户、目标受众、提高客户忠诚度的机会，以及支持销售决策。

Competition Analysis 竞争分析

Constantly study direct competitors and analyse how they handle customer relationships 不断研究直接竞争对手，并分析他们如何处理客户关系

System Development and Maintenance 系统开发与维护

Work with development and sales team to ensure that the CRM software and tools are tailored to organization needs to facilitate a customer-centric approach and support business goals. Ensure the CRM platform is configured to capture, track, and manage customer information effectively. 与开发和销售团队合作，确保CRM软件和工具符合组织需求，以促进以客户为中心的方法并支持业务目标；确保CRM平台配置能有效地捕获、跟踪和管理客户信息。

Cross-function Collaboration 跨部门协作

Coordinate multiple departments regarding their customer interactions and finding ways to increase the level and effectiveness of their cooperation with customers 协调各部门与客户的互动，寻找提高他们与客户合作的水平和效率的方法

User Training 用户培训

Monitor user adoption rates and feedback, making adjustments to CRM configurations and user training programs as needed to improve engagement and effectiveness. 跟踪用户采用率和反馈，根据需要调整CRM配置和用户培训计划，以提高参与度和有效性。

Deviation Management 异常处理

Identify deviations in customer communication and CRM system, report to line manager immediately and keep align with relevant departments. Crate a solution and follow up until the deviation is resolved. 识别客户沟通以及客户关系管理系统中存在的异常情况，及时向直线经理进行汇报，与相关部门保持信息同步，并制定解决方案直至异常情况得以解决

Competencies 素质要求

Business Perspective 商业视角

Using an understanding of business issues, processes and outcomes to enhance business performance. 运用对业务问题、流程和结果的理解来提高业务绩效。

Information Gathering and Analysis 信息搜集与分析

Locating and collecting data from appropriate sources and analyzing it to prepare meaningful and concise reports that summarize the information. 从适当的来源定位和收集数据，并对其进行分析，以准备总结和报告。

Technical Capability 技术能力

Understanding and applying functional and technical knowledge and skills to accomplish work objectives. 理解和运用功能和技术知识和技能来完成工作目标。

Communication 沟通能力

Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. 公开、诚实和尊重地倾听和沟通不同的受众，促进对话和建立共识。

Customer Focus 关注客户

Providing service excellence to internal and/or external customers. 为内部和/或外部客户提供优质服务。

Results Oriented 结果导向

Demonstrates the effort, willingness and ambition to achieving results. Meets objectives and responds proactively to avoid disappointing results. 表现出取得成果的努力、意愿和雄心。达到目标并积极回应以避免令人失望的结果。

Teamwork 团队合作

Working collaboratively with team members and cross-function to achieve organizational goals. 与团队成员及跨部门进行合作以实现组织目标。